Senior Manager, Customer Operations

A company is looking for a Senior Manager, Customer Operations to lead and optimize performance in their inbound virtual contact center.

Key Responsibilities

Build and sustain a high-performance culture through goal setting and accountability

Enhance agent performance via structured coaching and consistent feedback

Oversee daily operations of sales and service teams, aligning strategic goals with agent-level plans

Required Qualifications

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

Proven ability to manage through team leads and hold them accountable

Experience using data to identify and implement operational improvements

Track record of driving performance by managing inputs effectively

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