Senior Call Center Manager
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Job Summary
Leading a dedicated team, the full-time Senior Call Center Manager will oversee the Field and Retail Operations Support (FROST) and Quality Assurance teams, focusing on enhancing service delivery and operational efficiency while working remotely.
Key Responsibilities
- Provide leadership, coaching, and performance management for FROST and Quality Assurance teams
- Oversee daily operations to ensure timely and accurate support for field representatives
- Develop and implement performance KPIs, standardized processes, and continuous improvement initiatives
Required Qualifications
- 5+ years of experience in contact center operations or related environments
- 3+ years of people management experience, including coaching and team development
- Proven experience managing contact center KPIs and operational workflows
- Strong analytical skills to interpret operational data for actionable improvements
- Demonstrated ability to lead teams through change while maintaining engagement and performance
Complete Job Description
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