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Senior Manager, Contact Center Operations

10/4/2025

N/A

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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