Senior Manager of Contact Center Operations

A company is looking for a Senior Manager, Contact Center Operations to oversee and enhance the performance of their sales and service teams.

Key Responsibilities

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

Coach and develop agents through structured feedback and performance management

Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

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 using data to diagnose issues and implement operational improvements

Track record of driving performance by managing inputs effectively

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