Contact Center Operations Manager

Job Summary

A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of front-line agents in a high-volume environment.

Key Responsibilities

• Build and sustain a high-performance culture by setting clear goals and enforcing accountability
• Work with team leads to enhance agent performance through structured coaching and feedback
• Own day-to-day execution of sales and service teams, ensuring alignment on strategic goals

Required Qualifications

• 3+ years of experience managing a team of inbound contact center agents in a metric-driven environment
• Demonstrated ability to manage through others and hold them accountable for performance
• Experience using data to diagnose issues and implement operational changes
• Track record of driving performance by managing inputs, not just outcomes
• Comfort working across onshore and offshore teams in a tech-forward environment