Senior Manager - Contact Center operations opening

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