• 26-Jul-2017 to 27-Oct-2017 (MST)
  • Contact Center - Bristol
  • Bristol, PA, USA
  • DOE
  • Salary
  • Full Time

Medical/Dental/Vision, Vacation & Personal time off, 401(k), Great corporate culture.

MetaSource is currently seeking a Contact Center Manager that loves working with people, is self-driven, motivated and excited to create one of the best workplaces in Bristol, PA.

What does a Contact Center Manager do? The contact center manager is responsible for managing the day-to-day operations of the Bristol contact center (call center) to ensure that we are an employer of choice, that all quality and productivity standards are met, that we continually assess business needs and implement tactical plans to increase the value of service provided to clients, in a 100-seat contact center.

Key areas of responsibility

  • Lead and develop an effective contact center organization through communication, performance management, development plans and reward/recognition practices.
  • Help foster a great place to work and a contact center culture that specializes in people and performance management, coaching and development, and employee engagement.
  • Holds supervisors and team leads accountable for meeting quality and productivity standards.
  • Meet with teams, clients, and executives to review goals, deliver up-to-date reporting and trend analysis, and to communicate next steps.
  • Assists in identifying, developing, evaluating and implementing new processes or procedures which improve customer experience, service levels, reduce costs, and reduce the complexity of work being done by the front-line employees.
  • Leads the recruiting and hiring of employees and in communicating job responsibilities; coordinates with other departments and clients to ensure appropriate staffing to meet contractual and financial targets.
  • Manages interpersonal relationships to encourage teamwork and minimize potential for conflict; listens effectively and responds thoughtfully to concerns presented, resolving problems within MetaSource guidelines to maintain customer focus.
  • Ensures that personal consumer information is kept confidential, that accurate records for all points of contact are maintained, and that client-specific guidelines are consistently followed.
  • Meets financial objectives; analyzing and correcting variances to forecasted revenue and costs; identifies opportunities to increase profitability and service value provided to existing and prospective clients.
  • Manage various continuous improvement or new technology projects.
  • Handle escalated client or customer issues as required.  


  • A minimum of 3 years management experience in a call center environment is required.
  • Working knowledge of call center workforce management (WFM) processes and systems.
  • 3-5 years of experience in the consumer lending or mortgage industry preferred.
  • Bachelor's degree in management or related field preferred.
  • Knowledge and experience with a continuous improvement methodology and tools such as Lean, Six Sigma, Kaizen, SPC, TQM, etc. is preferred.
  • Proficiency using Microsoft Office (Excel, Outlook, PowerPoint, and Word) is required.
  • Experience with Customer Relationship Management (CRMs) applications such as Salesforce is preferred.
  • Experience managing a premise-based or cloud-based telephony platform (InContact, Cisco, Pure Cloud) is preferred.

In addition, individuals should be able to demonstrate the following competencies:

  • Focused on client and customer satisfaction
  • Proven analytical and problem solving skills
  • Demonstrated leadership ability in motivating, directing, and managing diverse staff
  • Able to think strategically and take decisive action
  • Highly proficient in verbal and written communication
  • Familiarity with the math required to implement Lean Initiatives such as Six Sigma, SPC, TQM, etc.
  • Motivated by a fast-paced environment with competing priorities

Employment is contingent upon completing and passing a background check.

What we offer  Great working environment! Ongoing training Casual dress  Advancement and Growth Opportunities Benefits after 60 days    o Full Health, Vision, Dental Benefits    o 401K    o Generous Paid Time Off    o Paid Holidays    o Short and long-term disability insurance available

Company Background MetaSource is a fast-growing business process outsourcing company that assists mortgage companies with their quality control and compliance. We offer many services to help our clients improve the quality of their loans and comply with government and investor requirements. MetaSource was founded in 2007 and has over 500 clients. The company employs approximately 400 people in 5 states as well as China and India.

Our Culture At MetaSource, we believe in practicing a culture of best-in-class performance, employee involvement, and continual improvement. We are committed to fostering growth and learning in the workplace and to recognizing individuals and their contributions. Our shared vision provides an environment that cultivates integrity and respect. We believe our team members are our number one assets and are dedicated to their care and growth. Come join the MetaSource team!

To apply for a job go to:

For more information check out our website at:, or go to our Facebook page and be sure to LIKE us!


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