Manager, Business Process Transactions

Jobtailor; Oklahoma; On-site; USD 90,000 - 150,000; Full time

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.

Skills

Contact Center Leadership

Performance Management

Customer Experience Improvement

Regulatory Compliance

Multi-Channel Support Experience

Education

Bachelor's degree (Business, Technology, or related field preferred)

Tools

Workforce Management

Quality Assurance

Training Technologies

Job description

• 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

Requirements

• Bachelor's degree (Business, Technology, or related field preferred)


• 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

Core Competencies

Demonstrates extensive leadership in contact center operations, focusing on performance management, customer experience enhancement, and compliance with regulatory standards. Proven ability to drive continuous improvement and collaborate effectively with various stakeholders.

Highest-signal resume keywords

• Contact Center Leadership


• Performance Management


• Customer Experience Improvement


• Regulatory Compliance


• Multi-Channel Support Experience

ATS Optimization Keywords

Hard Skills

• Leadership


• Performance Management


• Continuous Improvement


• Contact Center Technologies


• Team Management

Soft Skills

• Coaching


• Accountability


• Collaboration

Industry Keywords

• Contact Center Operations


• Stakeholder Management


• Regulatory Policies


• Client Management

Tools & Technologies

• Workforce Management


• Quality Assurance


• Training Technologies