Operations

• Performance Management: 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.
• Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
• Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans.
• Root Cause Problem Solving: Diagnose performance issues at their root - whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
• Workflow & System Optimization: Work with product and engineering to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service.

Manager, Customer Operations - Inbound Virtual Contact Center

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About the role

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