Customer Operations Manager

Job Summary

A company is looking for a Manager, Customer Operations (Inbound Virtual Contact Center).

Key Responsibilities

• Build and sustain a high-performance culture by setting goals and tracking agent performance
• Work with team leads to provide coaching and feedback to improve agent performance
• Own day-to-day 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 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 effectively
• Comfort working across onshore and offshore teams in a tech-forward environment