Contact Center Manager

Job Title: Contact Center Manager

Posting Date: 7/8/2025

Job Department: Operations

Schedule: Full Time

Job Type: On-site

Location: Candler 111 Market Pl Suite 800 Baltimore MD 21202

JOB SUMMARY:

The National Aquarium is seeking a Contact Center Manager to oversee all aspects of the National Aquariums Guest Contact Center (calls and chat). The Contact Center performs multiple guest service and administrative functions for a variety of internal departments and external customers. The Contact Center Manager will look for upsell opportunities to increase revenue and ensure the highest guest service standards are maintained.

KEY REQUIREMENTS:

Essential responsibilities include:

• Manages the Contact Center Representatives who are responsible for answering all non-direct inbound calls to the National Aquarium including customer / guest service communications all general information ticketing group booking tour sales gift ticket membership processing and all other guest inquiries. Oversees the Live Chat feature on the website.
• Interviews hires trains and evaluates the Contact Center employees. Completes performance assessments for employees as outlined by company policy. Promotes the development of the team and improvement plans when needed. Schedules the employees to meet business demands. Manages processes for employees paperwork including HR documents timesheets etc.
• Possess strong technical skills to manage and support back-end software needs for our ticketing system including configuration troubleshooting and ensuring seamless integration with related platforms.
• Assists representatives in handling requests/inquiries when needed including taking phone calls during peak call periods. Manages and resolves guest concerns in a timely and professional manner.
• Produces regular and special reports necessary to meet the needs of internal shareholders. Develops and maintains contact center metrics and performance identifying opportunities to increase effectiveness and efficiency. Creates forms standard letters and training manuals as required. Ensures brand standards are updated on all communications.
• Processes check requests and refunds for overpayments. Manages and resolves balances due and customer correspondence. Enforces the company policy regarding payment. Manages direct bill client list. Ensures daily reconciliation of reservation orders and group admissions. Oversees management of documentation for reservations.
• Works collaboratively with Marketing Communications Guest Services and Operations teams to create consistent messaging.
• Works in concert with the Sales and Marketing Analytics teams to maximize group booking opportunities.
• Communicates with all cross-departmental stakeholders to create a reservations system that is efficient coordinated and responsive. Stays informed of all events and daily activities by attending cross-departmental meetings and disseminating information to the team.
• Responsible for quarterly budget forecasting.

Additional Functions:

• Recommend priorities for software enhancements to improve the efficiency of the contact center systems. Encourages innovation in researching developing and testing new products and services. Remain proactive and involved with industry trends and advancements with the ability to adopt and implement technology and processes.
• Continue to improve the efficiency of reservations by reducing manual functions and duplicate processes wherever possible.
• Oversee the general phone line auto-attendant tree recordings update as necessary.
• Oversee the call and live chat volume to identify the trends and report on a series of metrics.
• Processes community volunteer member advance and staff ticket requests print tickets when necessary.
• Daily contact with employees vendors and customers.
• Ability to manage customer / guest complaint situations successfully and to communicate effectively with employees in other departments.
• Works with the Guest Services to ensure friendly and efficient processing for groups and will call visitors.
• Works closely with Marketing Food Service Education and Conservation staff to understand promote and report on special services programs promotions and events offered to advance reservation customers.
  • Coordinates the fulfillment of such products.
• Works with Information Technology to ensure that software and hardware provide efficient accurate tools for reservations needs.
• Works with Accounting to ensure that revenue from all reservation sources are managed securely and reported accurately.
• Support company mission.
• Adhere to all organizational and departmental policies and procedures.
• Other duties as assigned or required.

QUALIFICATIONS:

• Bachelors degree or equivalent experience preferred.
• Two - three years previous management/supervisory experience in a contact / call center environment preferred.
• Excellent customer / guest service skills are a necessity.
• Proven ability to build teams and employee engagement.
• Proficiency with computer software such as Office reporting systems and accounting is highly desirable.
• Previous budget management experience preferred.
• Excellent communication skills (written and verbal).
• Ability to work hours and schedule to meet demands of 7 day per week operation including evenings weekends and holidays as necessary.

TOTAL COMPENSATION INFORMATION:

Salary range ($58660-71399 Annual) National Aquarium provides an excellent benefits package including four weeks paid time off and six paid floating holidays and up to four weeks of paid family leave. Employees are eligible for health care (single and family) after 30 days of full-time work. Conservation day leave and 401(k) plan with employer match available.

About the National Aquarium

Established in 1981 the National Aquarium in Baltimore Maryland is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquariums award-winning habitats are home to thousands of animals representing hundreds of species of fish birds amphibians reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits and we reach far more through our science-based education programs and hands-on field conservation National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquariums missionto connect people with nature to inspire compassion and care for our ocean planetbegins within the walls of its buildings but it does not end there. The Aquarium protects enhances and restores natural resources through education and engagement habitat restoration animal rescue and sustainable business practices with its conservation work guided by three overarching goalsto combat climate change save wildlife and habitats and stop plastic pollution.

Our Values

At the National Aquarium our core values form the basis for our beliefs about our organization our colleagues and ourselves and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other our guests the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity Equity Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees volunteers and interns. Our goal is to recruit develop and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity equity inclusion and justice the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees volunteers and interns we do not discriminate on the basis of race color religion or belief national social or ethnic origin ancestry citizenship status age physical mental or sensory disability sex (including pregnancy or childbirth) marital status veteran status sexual orientation gender identity and/or expression genetic information arrest record family or caregiver status HIV status socioeconomic status or any other characteristic protected by applicable federal state or local law.

Our organization is dedicated to this policy with respect to all terms and conditions of employment including but not limited to recruitment training promotions performance management and separation and general treatment during time of employment.

Required Experience:

Manager