Remote Contact Center Operations Leader

Remote; San Francisco (CA); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible Time Off

Nine Company-Wide Holidays

Diversity of benefits focusing on your

Job summary

Kobie is looking for an experienced supervisor to lead a small contact center, ensuring service levels and customer satisfaction while coaching staff. This remote-friendly role supports a fast-moving growth environment and requires strong Excel, communication, and problem-solving skills.

Travel may be required to support business objectives and team collaboration. The position emphasizes leadership, data-driven decision making, and a customer-centric mindset within a flexible work culture that

Qualifications

• Experience in a small contact center and fast-moving growth environment.
• Advanced computer knowledge with Excel, Word and PowerPoint.
• Whatever it takes attitude to care for customers, agents, and the business.
• Flexibility and agility with changes in work processes and environment.
• Strong multitasking ability and meeting deadlines.
• Ability to make smart decisions quickly or under pressure.
• Advanced emotional intelligence and customer-centric service orientation.
• Excellent problem-solving and coaching/feedback delivery.
• Excellent communication skills (verbal, written, listening).
• Attention to detail and high accuracy.
• Ability to evaluate reports for trends and inform decisions.
• Knowledge of WFM teams and responsibilities in the contact center.

Responsibilities

• Learn client loyalty program guidelines and apply them to service delivery.
• Meet client requirements for service level and customer satisfaction.
• Serve as a resource for the team for questions and assistance.
• Ensure consistent, reliable interactions across call, email, and chat.
• Establish short-, mid-, and long-term performance goals with supervisory staff.
• Develop supervisor skillsets for current and future roles.
• Maintain a positive, professional, customer-centric and team-oriented outlook.
• Communicate clearly and helpfully in all channels.
• Own queue service levels and address shortcomings.
• Ensure effective agent schedules to meet customer needs.

Skills

Small contact center

Excel

Multitasking

Communication skills

Adaptability

Problem solving

Coaching & feedback

Emotional intelligence

Data analysis

Team leadership

Education

Some college or associate degree preferred

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Kobie is looking for an experienced supervisor to lead a small contact center, ensuring service levels and customer satisfaction while coaching staff. This remote-friendly role supports a fast-moving growth environment and requires strong Excel, communication, and problem-solving skills.

Travel may be required to support business objectives and team collaboration. The position emphasizes leadership, data-driven decision making, and a customer-centric mindset within a flexible work culture that