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 enhance agent performance through structured coaching and feedback

Own the day-to-day execution of sales and service teams, ensuring alignment on strategic goals

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

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