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 through goal setting and accountability

Enhance agent performance via structured coaching and feedback

Oversee daily execution of sales and service teams and align strategic goals with operational plans

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 or supervisors

Experience using data to drive operational improvements

Track record of managing performance inputs effectively

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