Manager, Customer Operations - Inbound Virtual Contact Center
Jerry
Customer Operations Manager – Inbound Virtual Contact Center
Jerry
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona, California, Colorado, Florida, Illinois
Visit company websiteSalary
💰 $100,000 - $140,000 per year
Job Level
Mid-LevelSenior
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
- Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations
- 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 and develop action plans that improve inputs, not just outcomes
- Work with product and engineering to identify and implement process improvements and system enhancements
- Partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops
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
- LinkedIn Profile URL
- Legally authorized to work in the U.S. or Canada (application question)
- Will you now or in the future require visa sponsorship? (application question)
- Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating? (application question)
- 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)
