Contact Center Operations Manager

A company is looking for a Manager, Contact Center Operations to lead and optimize performance within their insurance operations team.

Key Responsibilities

Build and sustain a high-performance culture through goal setting and accountability

Coach and develop agents to enhance performance and address underperformance

Oversee daily operations of sales and service teams while aligning with strategic goals

Required Qualifications

2+ 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 managing inputs effectively

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