Contact Center Operations Manager

A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of front-line agents in a fast-paced environment.

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and tracking progress

Coach and develop team leads to enhance agent performance through structured feedback and expectations

Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

Required Qualifications

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

Proven ability to manage through others and hold them accountable for performance

Experience using data to diagnose issues and implement operational changes

Track record of driving performance by managing inputs effectively

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