Senior Manager, Call Center Operations

Job Summary

A company is looking for a Senior Manager, Retention & Call Center Operations.

Key Responsibilities

• Own retention performance across call center channels and drive initiatives to improve save rates and reduce churn
• Lead managers and supervisors in frontline retention teams, establishing performance expectations and managing vendor relationships
• Analyze data to identify cancellation drivers and present insights to executive leadership for continuous improvement

Required Qualifications

• 10+ years of experience in Call Center Operations, Retention, Customer Care, or Revenue Operations
• Proven track record of measurable churn reduction and retention performance ownership
• Experience leading teams in high-volume contact center environments
• Strong financial acumen with advanced analytical skills
• Experience managing BPO/vendor relationships is preferred