Senior Manager of Call Center Operations - Remote

Overview

Zerorez®, an industry leader in revolutionary carpet and surface cleaning services, is seeking a highly analytical and results-oriented Senior Manager of Call Center Operations to lead our national call center strategy. This remote position plays a critical role in driving performance across our call center teams through effective reporting, budget oversight, and KPI alignment. The ideal candidate will bring deep experience in operations leadership, a strong grasp of workforce analytics, and a passion for optimizing the customer experience.

In Short

• Lead the national call center strategy.
• Manage KPI frameworks for call center performance.
• Conduct weekly and monthly performance reviews.
• Oversee call center budget and financial performance.
• Deliver executive-ready reporting packages.
• Foster a safe and inclusive work environment.
• Support a team of call center managers remotely.
• Evaluate and improve call center processes.
• Identify opportunities for innovation in operations.
• Champion company values in leadership.

Requirements

• Bachelor’s degree in Business, Operations, or related field.
• 5+ years in call center operations with leadership experience.
• Proven ability to develop reporting systems.
• Strong financial acumen in budget management.
• Proficiency with reporting and CRM tools.
• Excellent communication and leadership skills.
• Experience in a remote-first environment.

Benefits

• Competitive salary.
• Remote work flexibility.
• Opportunities for professional development.
• Supportive company culture.
• Health and wellness benefits.