Contact Center Operations Manager

Job Summary

A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of their sales and service teams.

Key Responsibilities

• Build and maintain a high-performance culture through goal setting and accountability
• Coach and develop agents to enhance performance and address underperformance effectively
• Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

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 or supervisors and hold them accountable
• 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