Manager, Customer Operations – Inbound Virtual Contact Center

Jerry

full-time

Posted on: 9/2/2025

Location: 🇺🇸 United States

✨ AI Apply

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

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)