The LCF Group, Inc. is an established Merchant Cash Advance (MCA) direct funder based in New Hyde Park, NY. Since 2011, we have helped small businesses access working capital by purchasing future receivables.
LCF Group is seeking a Contact Center Manager to lead and expand our Contact Center as a Service (CCaaS) platform, currently Five9, while driving outbound calling strategy across Sales and Collections. This role combines hands-on platform administration with strategic leadership, requiring expertise in dialer management, campaign design, call cadences, performance metrics, and process optimization to maximize funded deals and recoveries. The position supports both U.S. and overseas teams, requiring collaboration across multiple locations and time zones.
Contact Center Manager Responsibilities:
- Own and administer the company's Contact Center as a Service (CCaaS) platform, including system configuration, dialer optimization, campaign management, IVR workflows, user administration, and multi-channel communications (voice, SMS, chat, and email).
- Develop and execute outbound and inbound contact center strategies for Sales, Collections, and other business units, creating campaigns, call cadences, routing strategies, and performance frameworks that support revenue and recovery goals.
- Monitor real-time contact center performance, analyze key operational metrics, and make data-driven adjustments to optimize connect rates, service levels, agent productivity, and customer engagement.
- Design, maintain, and automate contact center reporting and dashboards, providing actionable insights and KPI visibility to agents, department leadership, and executives.
- Partner with internal technology teams, CRM administrators, and third-party vendors to support integrations, platform enhancements, troubleshooting, automation initiatives, and future platform growth.
- Lead the expansion of contact center capabilities across additional departments and locations, developing scalable processes, onboarding standards, and best practices to support organizational growth.
- Ensure compliance with applicable regulatory requirements and provide leadership, training, and guidance to contact center users and stakeholders across U.S. and overseas teams.
Contact Center Manager Qualifications:
- 3+ years of hands-on experience administering a CCaaS/contact center platform (Five9, Genesys, NICE, Twilio, or similar), including dialer management, campaign configuration, IVR workflows, and platform optimization.
- Strong knowledge of contact center operations and strategy, including outbound dialing, inbound call management, real-time performance monitoring, campaign design, and workforce optimization.
- Experience partnering with cross-functional teams and vendors, including CRM/Salesforce administrators, DevOps teams, and third-party contact center providers to support integrations, automation, and platform enhancements.
- Working knowledge of contact center compliance requirements, including TCPA, 10DLC, PCI, and data privacy standards, with strong analytical, reporting, and process documentation skills.
- Excellent leadership, communication, and problem-solving abilities, with experience supporting distributed teams across multiple locations and time zones.
- Salesforce experience and relevant CCaaS certifications are a plus.
The LCF Group, Inc. is an Equal Opportunity Employer. The LCF Group, Inc. does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any legally protected class. All employment decisions are based exclusively on qualifications, merit, and business need.
Pay: $75,000.00 - $125,000.00 per year
Benefits:
- 401(k)
- 401(k) 2% match
- 401(k) 3% Match
- 401(k) 4% Match
- 401(k) 5% Match
- 401(k) 6% Match
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Experience:
- contact center/dialer platform administration: 3 years (Required)
- Five9: 3 years (Preferred)
- Salesforce: 1 year (Preferred)
Ability to Commute:
- New Hyde Park, NY 11042 (Required)
Work Location: In person
