Manager, Call Center at Brightseed

Peachtree Corners, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare Technology, Contact CenterIndustries

Requirements

Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred)
5+ years of leadership experience in a contact center environment, including 2+ years in operations management
Proven success managing large-scale or multi-site contact center operations
Strong analytical, leadership, and communication skills
Expertise in contact center technologies and performance management tools

Responsibilities

Directly manage multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship
Build a culture of accountability, collaboration, and high performance
Oversee all contact center KPIs, including telephony metrics (service level, AHT, abandonment) and client performance metrics (quality scores, compliance, ordering accuracy, revenue)
Analyze trends and implement strategies to exceed performance targets
Partner with Workforce Management and Quality teams to optimize staffing and quality programs
Translate organizational goals into actionable plans for managers and frontline teams
Lead initiatives to enhance customer experience and client satisfaction
Ensure compliance with regulatory requirements and client contractual obligations
Deliver clear, actionable performance reports to senior leadership
Represent the contact center in cross-functional meetings and client discussions

Skills

Key technologies and capabilities for this role

Call Center ManagementOperations ManagementTeam LeadershipMentorshipKPIsTelephony MetricsService LevelAHTAbandonment RateQuality ScoresComplianceWorkforce ManagementData AnalysisPerformance ReportingCustomer Experience

Questions & Answers

Common questions about this position

What experience is required for the Manager, Call Center role?

Candidates need a Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred), 5+ years of leadership experience in a contact center environment including 2+ years in operations management, and proven success managing large-scale or multi-site contact center operations.

What key skills are needed for this position?

The role requires strong analytical, leadership, and communication skills, along with expertise in contact center technologies and performance management tools.

What is the salary for this role?

This information is not specified in the job description.

What benefits are offered?

The company offers holistic benefits packages, flexible work arrangements, competitive salaries, and a workforce culture for personal and professional growth; employees scheduled to work 30 or more hours per week are eligible for benefits.

Is this a remote position?

This information is not specified in the job description.

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

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