Senior Manager of 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 enhance agent performance through structured coaching and feedback

Oversee daily execution of sales and service teams, ensuring alignment on priorities and strategic goals

Required Qualifications

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

Proven ability to manage through team leads, holding them accountable for performance

Experience using data to diagnose issues and implement operational changes

Track record of driving performance by managing inputs effectively

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