Key skills
LeadershipCommunicationCollaboration
About this role
Role Overview
- Lead & Develop Teams by directly managing multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship
- Build a culture of accountability, collaboration, and high performance
- Drive Operational Excellence by overseeing all contact center KPIs, analyzing trends and implementing strategies to exceed performance targets
- Partner with Workforce Management and Quality teams to optimize staffing and quality programs
- Translate organizational goals into actionable plans for managers and frontline teams
- Lead initiatives to enhance customer experience and client satisfaction
- Ensure compliance with regulatory requirements and client contractual obligations
- Deliver clear, actionable performance reports to senior leadership
- Represent the contact center in cross-functional meetings and client discussions
Requirements
- Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred)
- 5+ years of leadership experience in a contact center environment, including 2+ years in operations management
- Proven success managing large-scale or multi-site contact center operations
- Strong analytical, leadership, and communication skills
- Expertise in contact center technologies and performance management tools
Benefits
- comprehensive medical, vision, dental, and life insurance
- AD&D insurance
- short-term and long-term disability insurance
- sleep care management
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- commuter benefits
- 401(k)
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- tuition assistance
- fifteen days Paid Time Off (PTO)
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave