Senior Manager, Customer Operations
VirtualVocationsCranston, Rhode Island, United Statesjob_description.job_card.variable_days_ago
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- serp_jobs.job_card.full_time
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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
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Operation Manager • Cranston, Rhode Island, United States
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