OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization.OTR has been recognized as a “Top Workplace” by the Atlanta Journal-Constitution since 2016!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. This role plays a critical part in ensuring client inquiries are handled quickly, accurately, and with a strong client-first mindset.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 to the appropriate internal teams.This position sits at the center of the client experience and has a direct impact on operational efficiency, communication flow, and overall service quality across the organization.ResponsibilitiesServe as the primary point of contact for inbound client communications across phone, email, and voicemail channelsAnswer and triage incoming calls with a professional, client-focused approachMonitor shared inboxes and communication queues to ensure timely response and acknowledgmentEnsure clients receive fast, clear, and professional communication across all inbound touchpointsCall Triage, Routing & Intake ManagementAct as the central intake hub for all client inquiries and requestsInterpret client intent, urgency, and context to ensure accurate routing to internal teamsManage and maintain Dialpad call routing rules, call trees, and escalation pathsEnsure inbound requests are routed correctly on the first attempt to minimize delays and miscommunicationProvide basic support or information to clients when appropriate prior to escalationCoordination & Internal CollaborationPartner closely with Client Operations, Account Management, and Support teams to ensure smooth handoffsDocument call notes and email context clearly to support downstream resolutionIdentify patterns in inbound requests and surface opportunities to improve routing efficiencySupport ongoing alignment between intake workflows and internal teams to improve resolution speedReporting & Process ImprovementTrack and categorize inbound communication trends, call dispositions, and inquiry typesGenerate regular reporting on call volume, email trends, and client communication driversIdentify recurring issues or inefficiencies and recommend improvements to intake processesSupport continuous refinement of SOPs and communication workflows to enhance client experience and operational efficiencyWhat We Look For5-7 years of experience in client services, call center operations, customer support, or client-facing intake rolesStrong communication skills with a professional and client-first mindsetAbility to quickly interpret client needs and route requests accurately under pressureExperience managing high-volume phone and email environmentsStrong attention to detail and organizational skillsFamiliarity with call routing systems, CRM platforms, or shared inbox tools is a plusExperience in transportation, logistics, or financial services environments is preferred but not requiredOTR'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.OTR Solutions is an Equal Opportunity Employer#J-18808-Ljbffr