Senior Manager, Customer Operations – Inbound Virtual Contact Center
Jerry
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $120,000 - $160,000 per year
Job Level
Senior
About the role
- Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early
- Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics
- Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest
- Diagnose performance issues at their root, whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes
- 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 and team leads or supervisors, 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
- Dental coverage
- Vision coverage
- Paid time off
- Paid parental leave
- 401(K) plan with employer matching
- Wellness benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipaccountabilityperformance managementfeedback provisiondiagnostic skillsprocess improvementoperational change managementteam managementcross-team collaborationgoal setting