Senior Manager, Customer Operations

A company is looking for a Senior Manager, Customer Operations to lead and optimize performance in an inbound virtual contact center.

Key Responsibilities

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

Enhance agent performance through structured coaching and feedback

Oversee daily operations of sales and service teams, aligning strategic goals with agent-level plans

Required Qualifications

3+ years of experience managing a team in a high-volume contact center environment

Proven ability to manage through team leads and hold them accountable for performance

Experience in using data to identify issues and implement operational improvements

Track record of driving performance by managing inputs effectively

Comfortable working with both onshore and offshore teams in a tech-forward setting