Contact Center Operations Manager

A company is looking for a Manager, Contact Center Operations.

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and tracking progress

Work with team leads to enhance agent performance through structured coaching and feedback

Own day-to-day execution of sales and service teams, ensuring alignment on priorities and strategic goals

Required Qualifications

2+ years of experience managing a team of inbound contact center agents in a high-volume environment

Demonstrated 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 managing inputs, not just outcomes

Comfort working across onshore and offshore teams in a tech-forward environment