Job Summary
A company is looking for a Senior Manager, Contact Center Operations.
Key Responsibilities
- Build and sustain a high-performance culture by setting goals and tracking agent performance
- Develop agents through structured coaching and feedback while addressing underperformance
- 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 team leads and hold them accountable for performance
- Experience using data to implement operational improvements
- Track record of driving performance by managing inputs effectively
- Comfort working across onshore and offshore teams in a tech-forward environment
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