Senior Manager, Contact Center Operations

A company is looking for a Senior Manager, Contact Center Operations.

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and enforcing accountability

Work with team leads to coach and develop agents, ensuring high performance is recognized and underperformance is addressed

Own the day-to-day execution of sales and service teams, translating strategic goals into actionable plans

Required Qualifications

3+ years of experience managing a team of inbound contact center agents in a high-volume environment

Demonstrated ability to manage through team leads or supervisors, holding them accountable for performance

Experience using data to diagnose issues and implement operational changes

Track record of driving performance by managing inputs

Comfort working across onshore and offshore teams in a tech-forward environment