Contact Center Manager

Job Summary

Leading a frontline customer support team, the full-time remote Contact Center Manager will oversee operations for managing customer cases through chat and text messaging channels, ensuring high-quality service and performance in a fast-paced logistics environment.

Key responsibilities

• Lead and manage a team of frontline associates handling customer inquiries through digital support channels
• Monitor daily operations to ensure service levels, response times, and quality standards are consistently met
• Coach, mentor, and develop team members to enhance performance and foster a positive team culture

Required qualifications

• Bachelor's degree in Business, Operations, or a related field (or equivalent experience)
• Minimum 4+ years of leadership experience in a contact center or customer service environment
• Experience working with teams in digital support channels, including in a remote environment
• Proven ability to analyze data and use insights to drive decisions and improvements
• Experience in logistics, transportation, or e-commerce industries preferred