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 to 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. The role involves raising agent performance through structured coaching and clear feedback, owning day-to-day execution of sales and/or service teams, and translating strategic goals into agent-level plans. Responsibilities also include diagnosing performance issues at their root and developing action plans, as well as working with product and engineering to identify and implement process improvements and system enhancements.