Remote Contact Center Ops Manager: Lead Service Excellence

Kobie; Dallas (TX); Remote; USD 85,000 - 125,000; Full time

Benefits offered by this job

Flexible time off

Nine company-wide holidays

Growth and well-being benefits

Job summary

Kobie, a remote-first loyalty solutions leader, seeks an experienced Contact Center Manager to oversee Tier 1 operations across multiple clients. You’ll translate strategic goals into daily deliverables, coach supervisors, and maintain service levels in a fast-paced, growth-oriented environment.

Join a team that values customer-centric service, strong collaboration, and ongoing professional development while enabling flexible remote work and occasional travel for business objectives.

Qualifications

• 2+ years college or higher; degree preferred.
• 4–6 years of related, relevant experience in a contact center environment.
• Strong MS Office proficiency and data-driven decision making.

Responsibilities

• Provide day-to-day tactical management of a Tier 1 contact center serving multiple clients by phone, email, and chat.
• Translate strategic goals into actionable delivery plans and KPIs.
• Coach and guide supervisory team to maintain service levels and customer satisfaction.
• Ensure consistent, high-quality agent interactions through calibration sessions and coaching.
• Establish short-, mid-, and long-term performance goals with supervisory staff.

Skills

MS Excel

MS Word

MS PowerPoint

Customer service leadership

Team coaching

Education

2+ years college

4-6 years experience

Tools

CRM software

WFM tools

Job description

Kobie, a remote-first loyalty solutions leader, seeks an experienced Contact Center Manager to oversee Tier 1 operations across multiple clients. You’ll translate strategic goals into daily deliverables, coach supervisors, and maintain service levels in a fast-paced, growth-oriented environment.

Join a team that values customer-centric service, strong collaboration, and ongoing professional development while enabling flexible remote work and occasional travel for business objectives.