Manager, Contact Center Operations

The Manager, Contact Center Operations will build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. They will work closely with team leads to track progress, provide feedback, and ensure agents hit targets across key sales and service metrics. This role involves coaching and developing agents through structured coaching and clear feedback, owning the day-to-day execution of sales and/or service teams, and partnering with functional leads to ensure alignment on priorities. The manager will diagnose performance issues at their root and develop action plans to improve inputs, establishing proactive mechanisms to prevent recurring issues. Additionally, they will work with product and engineering to identify and implement process improvements and system enhancements, using data and frontline insights to continuously improve agent workflows and customer service experience.