Manager, Contact Center Operations - Remote

Overview

The Manager, Contact Center Operations is a critical leadership role responsible for driving execution across the sales and service teams, ensuring peak performance of front-line agents.

In Short

• Join a pre-IPO startup with significant funding and growth.
• Lead a team of approximately 50 agents in a fast-paced environment.
• Drive performance management and operational oversight.
• Implement coaching and development strategies for agents.
• Work with cross-functional teams to optimize workflows.
• Utilize data to diagnose and solve performance issues.
• Foster a high-performance culture within the team.
• Develop performance systems and feedback loops.
• Participate in a talent-dense environment for career growth.
• Help disrupt a massive market with innovative solutions.

Requirements

• 3+ years of experience managing a contact center team.
• Ability to manage through team leads and hold them accountable.
• Experience using data to improve operational outcomes.
• Track record of driving performance through effective management.
• Comfort working with onshore and offshore teams.

Benefits

• Comprehensive benefits package including health, dental, and vision coverage.
• Paid time off and parental leave.
• 401(K) plan with employer matching.
• Equity opportunities may be included in total rewards.
• Work in a dynamic and innovative environment.