Remote Contact Center Operations Manager

Lever, Inc.; Chicago (IL); Remote; USD 85,000 - 115,000; Full time

Benefits offered by this job

Flexible time off

Nine company-wide holidays

Growth and well-being benefits

Job summary

Kobie is seeking an experienced contact center manager to lead a Tier 1 operation serving multiple loyalty clients. You will translate strategic goals into practical guidance for supervisors, ensure service excellence, and drive team performance in a remote-first, flexible environment.

You will coach teams, optimize scheduling, and maintain high customer satisfaction through effective communication and problem-solving. A can-do attitude and strong leadership will be essential to success.

Qualifications

• Experience in a small contact center or fast-moving growth environment.
• Advanced computer skills with Excel, Word and PowerPoint.
• Whatever-it-takes attitude to care for customers, agents and the business.
• Ability to adapt to changing processes and work environments.
• Strong multitasking and deadline-driven mindset.
• Excellent verbal and written communication and problem-solving.

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 actionable deliverables and coach supervisory staff.
• Ensure service levels and customer satisfaction are met; calibrate agent interactions for consistency.
• Develop and implement short-/mid-/long-term performance goals with supervisors.
• Manage schedules to meet customer needs and address escalation effectively.

Skills

Customer service leadership

Multitasking

Decision making under pressure

Emotional intelligence

Communication

Coaching & feedback

Team management

Education

Associates degree or 2 years college

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Kobie is seeking an experienced contact center manager to lead a Tier 1 operation serving multiple loyalty clients. You will translate strategic goals into practical guidance for supervisors, ensure service excellence, and drive team performance in a remote-first, flexible environment.

You will coach teams, optimize scheduling, and maintain high customer satisfaction through effective communication and problem-solving. A can-do attitude and strong leadership will be essential to success.