Contact Center Operations Manager

Job Summary

A company is looking for a Manager, Contact Center Operations to oversee front-line agents and drive performance in a high-volume environment.

Key Responsibilities

• Build and sustain a high-performance culture through goal setting and accountability
• Enhance agent performance via structured coaching and consistent feedback
• Oversee daily execution of sales and service teams, translating strategic goals into actionable plans

Required Qualifications

• 3+ years of experience managing a team of inbound contact center agents
• Proven ability to manage through team leads and hold them accountable
• Experience using data to identify issues and implement operational changes
• Track record of driving performance by managing inputs effectively
• Comfortable working with both onshore and offshore teams in a tech-forward environment