Customer Operations Manager

Job Summary

A company is looking for a Manager, Customer Operations to oversee performance and development of inbound contact center agents.

Key Responsibilities

• Build and sustain a high-performance culture by setting goals and tracking agent performance
• Coach and develop agents through structured feedback and performance management
• Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

Required Qualifications

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