Remote Contact Center Leader — Elevate Service & Growth

Lever, Inc.; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Nine company-wide holidays

Diverse benefits prioritizing growth

Job summary

Kobie, a leader in loyalty solutions, seeks an experienced contact center manager to guide a Tier 1 operation across multiple clients by phone, email, and chat. You will translate strategic goals into actionable plans, coach supervisory staff, and drive service levels while maintaining a positive, customer-centric, and team-focused environment.

This remote-first role offers travel opportunities and a culture that values leadership, growth, and collaboration as Kobie continues to expand its

Qualifications

• Experience in a small contact center and fast-moving growth environment.
• Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint.
• A 'whatever it takes' attitude to care for customers, agents, and the business.
• Ability to adapt to changes in work processes and environment.
• Strong multitasking ability and meeting deadlines.
• Ability to make smart decisions quickly under pressure.
• Advanced emotional intelligence and customer-centric orientation.
• Excellent problem-solving ability and ability to guide supervisory staff through solving events.
• Excellent communication skills (verbal, written, and listening).
• Attention to detail and accuracy, with coaching and feedback delivery ability.

Responsibilities

• Provide day-to-day tactical management of a Tier 1 contact center supporting multiple clients’ loyalty program customers by phone, email, and chat.
• Translate strategic goals into tactical deliverables and guide supervisory team with coaching and feedback.
• Ensure service levels and customer satisfaction goals are met at all times.
• Set short-/mid-/long-term performance goals with supervisory staff and develop their skill sets.
• Maintain team morale, effective agent scheduling, and escalation handling to resolution.
• Interact with internal/external customers to identify trends and drive improvements.

Skills

Customer service

Team leadership

Communication

Problem solving

Multitasking

Emotional intelligence

Coaching

Data analysis

Education

Two years of college

Bachelor's degree preferred

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Kobie, a leader in loyalty solutions, seeks an experienced contact center manager to guide a Tier 1 operation across multiple clients by phone, email, and chat. You will translate strategic goals into actionable plans, coach supervisory staff, and drive service levels while maintaining a positive, customer-centric, and team-focused environment.

This remote-first role offers travel opportunities and a culture that values leadership, growth, and collaboration as Kobie continues to expand its