Manager, Customer Operations – Inbound Virtual Contact Center
Jerry
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $140,000 per year
Job Level
JuniorMid-Level
About the role
- Manage front-line agents operating at peak performance
- Drive execution across onshore sales and service teams
- Partner with product, engineering, and business analytics teams to evaluate performance data
- Optimize workflows and develop performance systems
- Build and sustain a high-performance culture by setting clear goals
- Enforce accountability, and create systems that surface underperformance early
- Diagnose performance issues and develop action plans to improve inputs
- Work with product and engineering to identify and implement process improvements
Requirements
- 2+ 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
Benefits
- Health insurance
- 401(K) plan with employer matching
- Paid time off
- Paid parental leave
- Dental coverage
- Vision coverage
- Wellness benefits
- Equity opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance data analysisworkflow optimizationprocess improvementperformance managementdata-driven decision making
Soft skills
team managementaccountabilitygoal settingdiagnostic skillscross-team collaboration