Manager, Contact Center Operations (Fully Remote)

Kobie; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Kobie in the United States seeks a seasoned operations leader to run a Tier 1 contact center supporting multiple clients via phone, email, and chat. You will translate strategic goals into tactical deliverables, coach supervisory staff, conduct calibration sessions, and oversee agent scheduling.

You will monitor performance metrics, de-escalate issues, and build team morale through daily interaction and support.

Qualifications

• Experience leading a Tier 1 contact center or similar operation.
• Proven ability to coach and develop supervisory staff.
• Strong skills in scheduling and workforce planning.
• Experience leveraging performance metrics to drive improvements.

Responsibilities

• Manage day-to-day operations of a Tier 1 contact center supporting multiple clients via phone, email, and chat; ensure service levels and customer satisfaction goals are met.
• Translate strategic goals into tactical deliverables, coach and develop supervisory staff, and conduct calibration sessions to ensure consistency in customer interactions.
• Oversee agent scheduling, de-escalate customer issues, monitor performance metrics, and build team morale through daily interaction and support.

Skills

Team leadership

Operations management

Coaching

Performance metrics

Job description

• Manage day-to-day operations of a Tier 1 contact center supporting multiple clients via phone, email, and chat, ensuring service levels and customer satisfaction goals are met.
• Translate strategic goals into tactical deliverables, coach and develop supervisory staff, and conduct calibration sessions to ensure consistency in customer interactions.
• Oversee agent scheduling, de-escalate customer issues, monitor performance metrics, and build team morale through daily interaction and support.