Manager, Customer Operations - Inbound Virtual Contact Center
Jerry
Manager, Customer Operations – Inbound Virtual Contact Center
Jerry
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Ensure front-line agents are operating at peak performance
- Drive execution across onshore sales and service teams (~50 agents)
- Partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops
- Build and sustain a high-performance culture through goal-setting, accountability, and systems to surface underperformance
- Coach and develop agents via structured coaching and feedback
- Own day-to-day execution of sales and/or service teams; translate strategic goals into weekly agent-level plans
- Diagnose root causes of performance issues and implement action plans
- Work with product and engineering to identify 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 have a completed Bachelor's degree? (application question)
- Do you have at least 1 year of experience managing a contact center? (application question)
