Opening For Senior Manager, Contact Center Operations

Job Overview

The Senior Manager, Contact Center Operations, will lead operational support teams to deliver an exceptional customer experience through execution of strategic process alignment, continuous improvement, and resource development. In addition, this role engages directly with internal teams, external teams, and customers to ensure we are delivering best in class support and service.

Responsibilities

• Leader of assigned Contact Center teams
• Knowledge Center metric performance and daily management
• Drives team excellence through established KPIs
• Focuses on and improves operational processes and gaps
• Has a continuous improvement mindset
• Champions the customer experience
• Guides the teams in establishing standard work
• Accountable for escalation response oversight for assigned teams
• Responsible for efficiency improvements and implementation of strategic operations initiatives
• Leads team in continuous customer experience improvements.
• Accountable for coaching and development of team leaders
• Drive employee engagement and retention
• Responsible for assets, expenses and ensures operating budgets are met
• Responsible for performance reviews, counseling/disciplinary actions, and additional personnel decisions
• Establishes policies and procedures to meet a high-quality standard
• Performs all other duties assigned by upper management and executive leadership teams
• Regular performance updates and presentations to upper and executive leadership teams

Required Skills / Qualifications

• Education: Bachelors Degree Preferred
• Experience: Minimum 3+ years of managerial level experience with an emphasis on leadership development and process improvement
• Leadership: Proven ability to manage, motivate, and coach a diverse team in a fast-paced, high-volume contact center environment. Prior supervisory or team lead experience required.
• Analytical & Data-Driven: Strong ability to interpret dashboards, reports, and real-time metrics to make informed operational decisions.
• Customer-Centric Mindset: Ability to understand customer needs, incorporate feedback, and align team behavior with service expectations.
• Communication Skills: Excellent verbal and written communication skills in English; ability to communicate clearly with team members, managers, and customers.
• Decision-Making: Sound judgment in managing workload fluctuations, escalations, and competing priorities
• Computer Skills: Demonstrated knowledge of Microsoft office applications with strong aptitude for communication tools and reporting.
• Other Requirements: Excellent communication and phone skills. Proven customer service and organization abilities. Strong track record of change management, KPI development, and continual process improvement. Occasional travel required.

Shift & Schedule Requirements

• This role requires working overnight shifts to support U.S. time zones, including evenings, nights, and potentially weekends based on business needs.
• Flexibility to adjust schedules during peak demand periods, holidays, or special business events is required.
• Night shift allowances and benefits will be provided in accordance with company policy and local labor regulations.