Manager of Contact Center Operations

A company is looking for a 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, addressing performance issues proactively

Own day-to-day execution of sales and service teams, ensuring alignment on priorities and translating strategic goals into actionable plans

Required Qualifications

2+ years of experience managing a similar sized team in a high-volume, metric-driven environment

Demonstrated ability to manage through others, holding them accountable for team 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