Contact Center Manager

Responsibilities

• Serve as the primary point of contact for inbound client communications across phone, email, and voicemail channels
• Answer and triage incoming calls with a professional, client-focused approach
• Monitor shared inboxes and communication queues to ensure timely response and acknowledgment
• Manage and maintain Dialpad call routing rules, call trees, and escalation paths
• Partner closely with Client Operations, Account Management, and Support teams to ensure smooth handoffs
• Track and categorize inbound communication trends, call dispositions, and inquiry types
• Identify recurring issues or inefficiencies and recommend improvements to intake processes

Requirements

• 5-7 years of experience in client services, call center operations, customer support, or client-facing intake roles
• Experience managing high-volume phone and email environments
• Strong communication skills with a professional and client-first mindset
• Ability to quickly interpret client needs and route requests accurately under pressure
• Strong attention to detail and organizational skills
• Familiarity with call routing systems, CRM platforms, or shared inbox tools is a plus

About the Company

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. As a Private Equity backed FinTech company, OTR helps companies get fast access to the funds they need for daily operations.