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Contact Center Manager Jobs in Decatur, GA (NOW HIRING)

Georgia

Contact Center Analyst

Atlanta, GA · Hybrid

$41K - $45K/yr

Knowledge of customer needs and business requirements Work collaboratively with Contact Center Analysts, Team Leads, management, technical teams, and business partners . Telephony Competencies ...

Navtech

Google Contact Center Specialist

Atlanta, GA · On-site

Google Contact Center Specialist Location: Atlanta GA -Day 1 Onsite Duration: 6+ Months Minimum ... Environment Management * Identification and implementation of best practices for the design and ...

Navtech, Inc.

Google Contact Center AI

Alpharetta, GA · On-site

$15.75 - $21.50/hr

Good knowledge of the Google Contact Center AI solution * Bachelors / Masters in Computer Science ... Environment Management * Identification and implementation of best practices for the design and ...

Navtech

Google Contact Center AI

Alpharetta, GA · On-site

$15.75 - $21.50/hr

Good knowledge of the Google Contact Center AI solution * Bachelors / Masters in Computer Science ... Environment Management * Identification and implementation of best practices for the design and ...

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$21K

$64.1K

$95.7K

How much do contact center manager jobs pay per year?

As of Sep 12, 2026, the average yearly pay for contact center manager in Decatur, GA is $64,087.00, according to ZipRecruiter salary data. Most workers in this role earn between $50,800.00 and $73,200.00 per year, depending on experience, location, and employer.

What does a contact center manager do?

A contact center manager oversees a team of support specialists who handle customer issues through multiple channels, such as online chat, email, and phone calls. In this career, you often lead several tiers of technicians, from entry-level to senior staff members. Your responsibilities include hiring and coaching personnel, facilitating continuing education with the product line, and making regular communication with your team about updates and quality issues. Other duties include typical management functions like scheduling, supervising, and maintaining the group’s morale.

What does a contact center manager do?

A Contact Center Manager oversees the daily operations of a contact center, ensuring efficient handling of customer inquiries, complaints, and support requests across various channels such as phone, email, and chat. They are responsible for leading and training staff, monitoring performance metrics, implementing best practices, and maintaining high levels of customer satisfaction. Additionally, Contact Center Managers analyze workflow, develop strategies to improve processes, and ensure compliance with company policies and industry regulations.

What are the key skills and qualifications needed to thrive as a contact center manager, and why are they important?

To thrive as a Contact Center Manager, you need strong leadership, workforce management, and customer service expertise, often supported by a bachelor's degree and relevant experience. Familiarity with call center software, CRM platforms, and analytics tools is typically required, along with knowledge of industry certifications like COPC or Six Sigma. Excellent communication, problem-solving, and motivational skills help foster team performance and resolve customer issues effectively. These skills ensure efficient operations, high customer satisfaction, and the achievement of organizational goals in a fast-paced environment.

What are some common challenges contact center managers face in balancing operational efficiency with employee engagement?

Contact Center Managers often navigate the challenge of maintaining high service levels and meeting performance metrics while also fostering a positive and supportive work environment for their teams. High call volumes, strict KPIs, and rapidly changing customer needs can create pressure, making it essential to implement effective training, clear communication, and recognition programs. Successful managers prioritize regular feedback sessions, promote work-life balance, and leverage technology to streamline workflows, ensuring both operational targets and employee satisfaction are achieved.

What is the difference between Contact Center Manager vs Customer Service Supervisor?

AspectContact Center ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree and experience in call center operationsOften requires a high school diploma or associate degree with customer service experience
Work EnvironmentOversees multiple teams within a call center, managing operations and strategyManages a team of customer service representatives, focusing on daily service quality
Employer & IndustryCommon in large corporations, BPOs, and telecom industriesFound in retail, healthcare, and service industries

The Contact Center Manager has broader responsibilities, including strategic planning and team management across multiple shifts, while the Customer Service Supervisor focuses on daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and level of responsibility.

More about Contact Center Manager jobs

What are the most commonly searched types of Contact Center jobs in Decatur, GA?

The most popular types of Contact Center jobs in Decatur, GA are:

What are popular job titles related to Contact Center Manager jobs in Decatur, GA?

For Contact Center Manager jobs in Decatur, GA, the most frequently searched job titles are:

What job categories do people searching Contact Center Manager jobs in Decatur, GA look for?

The top searched job categories for Contact Center Manager jobs in Decatur, GA are:

What cities near Decatur, GA are hiring for Contact Center Manager jobs?

Cities near Decatur, GA with the most Contact Center Manager job openings:

Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in Decatur, GA as of September 2026, with employment types broken down into 100% Full Time. Highlights an 70% In-person, 10% Hybrid, and 20% Remote job distribution, with an average salary of $64,087 per year, or $30.8 per hour.

Center of Excellence, Contact Center Manager, Shared Services

Alpharetta, GA • On-site

CRH
Construction Materials Wholesalers • 10K+ employees
Learn more about CRHexternal

Full-time

Medical, Dental, Retirement

Re-posted 3 days ago

Key responsibilities

  • Lead and develop the Contact Center team to deliver service excellence and resolve issues.

  • Monitor and improve key performance indicators (KPIs) and service level agreements (SLAs).

  • Support the implementation and optimization of case management and ticketing systems to ensure efficient service delivery.

Job description

Center of Excellence, Contact Center Manager, Shared Services
AMAT
Alpharetta, Georgia, United States
Job ID: 527584
CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.
Job Summary
We are seeking an experienced and dynamic AMAT SSC Contact Center Manager to lead and inspire our Center of Excellence team in the Shared Services center. The Contact Center Manager will be a key player within the large integration project of North American regions into the Shared Services as well as the implementation of an efficient communication and service delivery platform. This role involves managing issue resolution, business support, and administrative activities while driving process improvement and operational efficiency. The ideal candidate will have a strong background in service delivery within a shared services center, excellent leadership skills, and a commitment to delivering outstanding customer service.
Location
Hybrid 3 days in office. 100% in office during transition.
What Shared Service Does
A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:
  • O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
  • R2R (Record-to-Report): Enables robust financial reporting and accounting.
  • P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships. Manages the Travel and Expense program.
  • Center of Excellence: Drives innovation and continuous improvement.
  • Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.

Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.
Key Responsibilities
  • Champion the finance centralization and standardization project towards process improvement and high performing service delivery.
  • Lead and develop a high-performing Contact Center team focused on service excellence, problem resolution, and business partnership
  • Monitor and continuously improve key performance indicators (KPIs) and service level agreements (SLAs).
  • Promote automation and process improvements to enhance efficiency and reduce costs.
  • Support the implementation and optimization of case management and ticketing systems to support efficient service delivery and issue resolution.
  • Oversee compliance with policies, procedures, and internal controls.
  • Respond to escalated inquiries and effectively manage sensitive and escalated issues.
  • Develop the Contact Center team, fostering a culture of recognition and collaboration.
  • Partner with business leaders and stakeholders to align services with organizational goals.
  • Stay current on emerging contact center technologies, service delivery models, and industry best practices to drive innovation and continuous improvement.
  • Influence and negotiate with a wide range of audiences, internally and externally. Foster a culture of collaboration and innovation.

Qualifications
  • Minimum of 5 years of experience in managing a Contact Center within a Finance and Accounting Shared Services Center.
  • Minimum 5 years of experience working with automated help desk solution (ticketing system)
  • Excellent verbal and written communication skills and ability to properly seek and handle customers' feedback.
  • Experience leading service delivery, customer support, or contact center operations within a Shared Services environment.
  • Experience implementing and optimizing ticketing, workflow, or case management platforms.
  • Demonstrated success leading organizational change, process transformation, or Shared Services migrations.
  • Strong analytical skills with experience leveraging KPIs, SLAs, and operational metrics to drive performance improvements.
  • Experience managing and developing teams in a fast-paced, customer-focused environment.
  • Strategic mindset with the ability to manage competing priorities.

Knowledge/Skill Requirements
  • Excellent problem-solving skills and decision-making abilities.
  • Understanding of business processes in heavy building material and construction organizations preferred.
  • Strong stakeholder engagement and communication skills.
  • Excellent written and verbal communication skills (English).
  • Familiarity with point of sales systems (POS).
  • Ability to lead by example in work ethic and professional attitude.
  • Ability to navigate competing priorities and maintain a collaborative culture.
  • Strong computer skills.
  • Familiarity with invoices, sales orders, credit memos, and bank deposits.
  • Proven skills in process improvement and technology-enabled efficiencies.
  • Ability to prioritize and provide clarity.

Physical Requirements
  • Ability to communicate by telephone and in person.
  • Ability to use a computer for word processing, email, and document preparation.
  • May require extended periods of sitting.

Work Environment
  • Hybrid role.
  • Up to 5% travel may be required.
  • Normal office working conditions with a quiet noise level.

What CRH Offers You
  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH
CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.
If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!
CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability
CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
CRH logo

About CRH

Sourced by ZipRecruiter

CRH has a long and proud heritage as one of North America's largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH family. CRH operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

Industry

Construction materials wholesalers

Company size

10,000+ Employees

Headquarters location

New York, NY, US

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