Contact Center Operations Leader - Performance & CX

Jobtailor

Oklahoma

On-site

USD 90,000 - 150,000

Full time

14 days+

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Job summary

Jobtailor is seeking a senior leader to direct day-to-day contact center operations in Oklahoma. You will guide a team of Associate Managers, drive a structured performance rhythm, and partner with stakeholders to enhance the customer experience while maintaining policy and regulatory compliance.

The role requires extensive leadership in multi-channel environments and a track record of continuous improvement.

Qualifications

Bachelor's degree preferred in business, technology, or related field.
9+ years of contact center leadership experience.
10+ years in a leadership role managing teams.
Experience in multi-channel support environments and contact center technologies.

Responsibilities

Lead day-to-day contact center operations through a team of Associate Managers.
Provide direct leadership, coaching, and accountability to Associate Managers.
Drive a disciplined performance management operating rhythm.
Monitor and improve the customer experience.
Partner closely with internal and client stakeholders.
Ensure compliance with regulatory, client, contractual, and internal policies.
Collaborate with workforce management, quality, training, technology, and operations partners.
Identify and lead continuous improvement opportunities.