Contact Center Operations Manager

A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of their sales and service teams.

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, addressing performance issues directly

Oversee day-to-day operations, ensuring alignment on priorities and translating strategic goals into actionable plans

Required Qualifications

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

Proven ability to manage through others and hold them accountable for performance

Experience using data to diagnose issues and implement operational changes

Track record of driving performance by managing inputs effectively

Comfortable working across onshore and offshore teams in a tech-forward setting