Otrcapital1

Contact Center Manager

Roswell, GA

Sponsorship not specifiedDetected 69 days ago

CRMAccount ManagementLogisticsProcess ImprovementCustomer SupportCommunicationCollaborationOrganizational Skills

About the role

We help new and established companies get fast access to the funds they need for daily operations.
OTR has been recognized as a "Top Workplace" by the Atlanta Journal-Constitution since 2016!
This role plays a critical part in ensuring client inquiries are handled quickly, accurately, and with a strong client-first mindset.

Manage and maintain Dialpad call routing rules, call trees, and escalation paths
Provide basic support or information to clients when appropriate prior to escalation
Partner closely with Client Operations, Account Management, and Support teams to ensure smooth handoffs
Document call notes and email context clearly to support downstream resolution
Support ongoing alignment between intake workflows and internal teams to improve resolution speed
Support continuous refinement of SOPs and communication workflows to enhance client experience and operational efficiency

5-7 years of experience in client services, call center operations, customer support, or client-facing intake roles
Strong communication skills with a professional and client-first mindset
Ability to quickly interpret client needs and route requests accurately under pressure
Experience managing high-volume phone and email environments
Strong attention to detail and organizational skills
Familiarity with call routing systems, CRM platforms, or shared inbox tools is a plus
Experience in transportation, logistics, or financial services environments is preferred but not required

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, we are looking to grow our best-in-class financial organization.
We are looking for a highly organized, execution-minded Contact Center Manager to serve as the first point of contact for all inbound client communications.
In this role, you will act as the central intake hub for inbound phone calls, emails, and digital communications, including Dialpad call routing and shared inbox management.
You will be responsible for interpreting client needs, triaging requests, and ensuring each inquiry is routed efficiently
OTR's mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions.
Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness.

This listing is sourced directly from Otrcapital1's careers page and normalized into a canonical job model.