Responsibilities

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, working closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics. They will also work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations, fostering a culture where high performance is recognized and rewarded. This role involves owning the day-to-day execution of sales and/or service teams, partnering with functional leads to ensure alignment on priorities and translating strategic goals into weekly agent-level plans. Furthermore, the Manager will diagnose performance issues at their root, whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes, establishing proactive mechanisms to prevent issues from recurring. Finally, they will work with product and engineering to identify and implement process improvements and system enhancements, using data and frontline insights to continuously improve how agents work and how customers experience our service.