Senior Manager, Customer Operations

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

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and enforcing accountability

Coach and develop team leads to enhance agent performance through structured feedback and expectations

Oversee day-to-day operations of sales and service teams, aligning priorities 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 or supervisors, ensuring accountability for performance

Experience using data to identify issues and implement operational changes

Track record of driving performance by managing inputs effectively

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