Senior Manager, Customer Operations

A company is looking for a Senior Manager, Customer Operations to lead their inbound virtual contact center.

Key Responsibilities

Build and maintain a high-performance culture by setting clear goals and tracking agent performance

Enhance agent performance through structured coaching and feedback while addressing underperformance

Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

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 diagnose issues and implement operational changes

Track record of driving performance by focusing on inputs and processes

Comfortable working across onshore and offshore teams in a tech-focused environment