California Senior Call Center Manager

Job Summary

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

Key responsibilities

• Leads contact center functions to achieve service level commitments and customer experience goals
• Identifies and implements operational process improvements to enhance efficiency and customer satisfaction
• Develops and manages staffing models and capacity plans 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
• Experience with company products and operating systems