Customer Operations Manager

Job Summary

A company is looking for a Manager, Customer Operations to lead and optimize performance in an inbound virtual contact center.

Key Responsibilities

• Build and maintain a high-performance culture by setting goals and tracking agent performance
• Coach and develop team leads to enhance agent performance through structured feedback and recognition
• Oversee daily operations of sales and service teams, aligning strategic goals with agent-level plans

Required Qualifications

• 3+ years of experience managing a team of inbound contact center agents in a high-volume environment
• Proven ability to manage through others while holding them accountable for performance
• 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 setting