Unified Communications Manager

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.

Responsibilities

Serve as the primary point of contact for inbound client communications across phone, email, and voicemail channels

Answer and triage incoming calls with a professional, client-focused approach

Monitor shared inboxes and communication queues to ensure timely response and acknowledgment

Ensure clients receive fast, clear, and professional communication across all inbound touchpoints

Call Triage, Routing & Intake Management

Act as the central intake hub for all client inquiries and requests

Interpret client intent, urgency, and context to ensure accurate routing to internal teams

Manage and maintain Dialpad call routing rules, call trees, and escalation paths

Ensure inbound requests are routed correctly on the first attempt to minimize delays and miscommunication

Provide basic support or information to clients when appropriate prior to escalation

Coordination & Internal Collaboration

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

Identify patterns in inbound requests and surface opportunities to improve routing efficiency

Support ongoing alignment between intake workflows and internal teams to improve resolution speed

Reporting & Process Improvement

Track and categorize inbound communication trends, call dispositions, and inquiry types

Generate regular reporting on call volume, email trends, and client communication drivers

Identify recurring issues or inefficiencies and recommend improvements to intake processes

Support continuous refinement of SOPs and communication workflows to enhance client experience and operational efficiency

What We Look For

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’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

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