Contact Center Operations Manager - job 1 of 4

Job Summary

A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of their contact center agents.

Key Responsibilities

• Build and sustain a high-performance culture through goal setting and accountability
• Coach and develop agents to enhance their performance and address underperformance
• Oversee daily 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 others and hold teams accountable 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 setting