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 goals and tracking agent performance

Develop agents through structured coaching and feedback while addressing underperformance

Oversee daily operations of sales and service teams, aligning strategic goals with agent-level 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 and hold them accountable for performance

Experience using data to implement operational improvements

Track record of driving performance by managing inputs effectively

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