Contact Center Operations Manager

Job Summary

A company is looking for a Manager, Contact Center Operations to lead and optimize front-line agent performance.

Key Responsibilities

• Build and sustain a high-performance culture through goal setting and accountability
• Coach and develop agents to improve performance and address underperformance
• Oversee daily execution 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
• 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