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Contact Center Lead Jobs (NOW HIRING)

Bassett Services

Contact Center Lead

Indianapolis, IN · On-site

Overview Contact Center Lead Position Summary We are seeking a motivated, results-driven Contact Center Lead to support the daily operations of our Customer Service team. This role serves as a key ...

InterSources

AWS Contact Center Lead

AWS Contact Center Lead We are seeking an experienced AWS Contact Center Lead to design, implement, and manage cloud-based contact center solutions using Amazon Connect and related AWS services. The ...

InterSources

AWS Contact Center Lead

Chicago, IL · On-site

Role:- AWS Contact Center Lead Location:- Remote - We are seeking an experienced AWS Contact Center Lead to design, implement, and manage cloud-based contact center solutions using Amazon Connect and ...

North Creek Roofing

Contact Center Lead

Fife, WA · On-site

$60K - $75K/yr

The Contact Center Lead plays a critical role in driving performance, ensuring quality, and fostering a positive team environment. A sales mindset is crucial to capturing every opportunity possible ...

DMI

Contact Center Supervisor

Sharonville, OH · On-site

$113K/yr

Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center ...

DMI

Contact Center Supervisor

Sharonville, OH · On-site

Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center ...

DMI

Contact Center Supervisor

Sharonville, OH

Working closely with the Contact Center Lead, this role balances operational execution with employee development to improve both customer experience and team performance. The Contact Center ...

BTI Services

Contact Center Specialist

Washington, DC · On-site

Roles and Responsibilities The Contact Center Specialist reports to the Contact Center Lead and serves as a frontline point of contact for users and callers, providing timely, accurate, and courteous ...

New

Ventra Health, Inc.

Contact Center Team Lead

The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day ...

Hackensack Meridian Health Inc.

The Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives who are handling multi-channel requests in a fast paced-centralized contact center environment ...

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How much do contact center lead jobs pay per year?

As of Sep 10, 2026, the average yearly pay for contact center lead in the United States is $59,982.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,000.00 and $63,000.00 per year, depending on experience, location, and employer.

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Cities with the most Contact Center Lead job openings:

What states have the most Contact Center Lead jobs?

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Infographic showing various Contact Center Lead job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 9% Part Time, and 3% Contract. Highlights an 90% Physical, 3% Hybrid, and 7% Remote job distribution, with an average salary of $59,982 per year, or $28.8 per hour.

Contact Center Manager (Must Be A US Citizen)

Washington, DC • On-site

BTI
11 - 50 employees
Learn more about BTIexternal

Full-time

Posted 3 days ago

New

Job description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
BTI is currently searching for a Contact Center Lead to fulfill the roles and responsibilities below:
Roles and Responsibilities:
The Contact Center Lead is responsible for the overall management of user exchange operations within the Contact Center.
 This individual serves as the subject matter expert and primary authority for contact center performance, staffing, and service delivery.
The Contact Center Lead performs capacity planning, staff scheduling, and workload projections in accordance with performance standards, and keeps Federal Program/Project Managers informed of all operational problems, risks, and accomplishments.
This role anticipates operational challenges and proactively mitigates them using current contact center technologies, including AI-based automation and virtual agent solutions.
The Contact Center Lead serves as the single point of contact for all aspects of contact center operations, coordinates activities with the third-party developer community, and resolves questions and disputes with service providers.
In addition to operational leadership, the Contact Center Lead applies knowledge of human abilities, limitations, and characteristics to ensure that user-facing tools and interfaces — including AI 
This includes overseeing the development of UX artifacts such as personas to organize, structure, and label content effectively, and guiding the look, feel, and interaction design of websites and web-enabled applications used by the contact center.
The Contact Center Lead identifies UX problems surfaced through testing or customer feedback — across both human-agent and AI-assisted channels — and validates, prioritizes, documents, and tracks those issues to resolution.
This role also leads or oversees qualitative and quantitative research, including surveys, to deliver UX-related recommendations to stakeholders.
The Contact Center Lead oversees the deployment, training, and continuous improvement of AI-based tools supporting the contact center, including chatbots and automated issue resolution systems, ensuring these tools are accurate, effective, and appropriately integrated with human-agent workflows.
Experience/Qualifications:
  • Undergraduate degree from an accredited college or university in a course of study directly related to the requirements of this contract.
  • Project Management Institute Project Management Professional (PMP) Certification, or equivalent.
  • At least eight (8) years of contact center experience, including:
    • At least 3 years successfully managing a contact center of similar size and complexity
    • At least 2 years serving as a contact center supervisor
    • At least 3 years serving as a customer service agent
  • Demonstrated success organizing, planning, directing, and coordinating contact center teams of 6 or more agents, including accommodating fluctuations in call volume and coordinating issues with IT staff.
  • Demonstrated success preparing effective oral and written communications and delivering presentations to management.
  • Experience with state-of-the-art contact center technologies and UX practices.
  • Demonstrated success leading the implementation, operation, and maintenance of contact center infrastructure of similar size and complexity to that required by this contract, including advanced/cloud-based contact center software and tools.
  • Experience with AWS Connect, Salesforce, Adobe Captivate, KnowledgeOwl Knowledge Base, and XML testing tools (e.g., Altova XMLSpy).
  • Experience using AI-based contact center tools such as chatbots, virtual assistants, or automated issue-resolution systems in a live production environment.
  • Demonstrated experience training and tuning AI/conversational models — including intent design, conversation flow development, and knowledge base curation to improve accuracy and user outcomes.
  • Demonstrated experience monitoring and improving AI tool performance over time, using metrics such as containment rate, escalation rate, resolution accuracy, and user satisfaction to guide iterative improvements.
  • Experience in integrating AI-based tools with human-agent workflows, including designing effective handoff points between automated and live support.
  • Familiarity with responsible AI practices relevant to customer-facing deployments, such as bias monitoring, data privacy, and human oversight of automated decisions.
  • US Citizen

 

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