California Senior Call Center Manager

Job Summary

Leading multiple contact center operations, the full-time California Senior Call Center Manager will oversee service levels, customer satisfaction, and operational efficiency while managing budgets and workforce planning in a remote environment with occasional in-office requirements.

Key responsibilities

• Ensures service level commitments and customer experience goals are met across all interaction channels
• Implements operational process improvements to enhance efficiency and customer satisfaction
• Develops and manages volume forecasts and staffing models in collaboration with workforce management and business stakeholders

Required qualifications

• Master's degree in business administration, engineering, information systems, or related field preferred
• Twelve or more years of support services, project, or program experience
• Eight or more years of leadership or supervisory experience
• Experience working with the technology industry and company products
• Experience with proposals and operational budgeting