Senior Manager, Contact Center Operations
VirtualVocationsLouisville, Kentucky, United Statesjob_description.job_card.30_days_ago
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job_description.job_card.job_description
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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Contact Center Manager • Louisville, Kentucky, United States
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