Director, Commercial Operations – Data Center
Bloom Energy
Contact Center Operations Manager
Jerry
full-time
Posted on:
Location: Arizona, California, Colorado, Florida, Illinois • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Ensure front-line agents are operating at peak performance for onshore sales and service teams (~50 agents)
- Partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems
- Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early
- Work with team leads to raise agent performance through structured coaching, feedback, and consistent expectations
- Own day-to-day execution of sales and/or service teams and translate strategic goals into weekly agent-level plans
- Diagnose performance issues at their root and develop action plans that improve inputs
- Work with product and engineering to identify and implement process improvements and system enhancements
Requirements
- 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment
- Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
- Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
- Track record of driving performance by managing inputs, not just outcomes
- Comfort working across onshore and offshore teams, ideally in a tech-forward environment
- Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, WA, or Ontario? If not, are you open to relocating?
- Do you have a completed Bachelor's degree?
- Do you have at least 1 year of experience managing a contact center?
