Remote-First Contact Center Operations Leader

Lever, Inc.; Nashville (TN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Flexible Time Off

Nine Company-Wide Holidays

Benefits package

Job summary

Kobie seeks an experienced Contact Center Manager to lead a Tier 1 operation supporting multiple loyalty clients, ensuring service levels and customer satisfaction. You will coach supervisory teams, translate strategic goals into daily deliverables, and drive performance in a remote-first, growth-focused environment.

You will manage schedules, analyze trends, and foster a positive, customer-centric culture while upholding policies and delivering strong results across calls, email, and chat.

Qualifications

• Experience in a small contact center and fast-moving growth environment.
• Advanced computer knowledge with Microsoft Excel, Word, and PowerPoint.
• Whatever-it-takes attitude to care for customers, agents, and the business.
• Ability to adapt to changes in work processes and environment.

Responsibilities

• Provide day-to-day tactical management of a Tier 1 contact center supporting multiple clients.
• Translate strategic goals into tactical deliverables and guide supervisory staff.
• Ensure SLA achievement and customer satisfaction across channels.
• Coach and provide feedback to supervisors; monitor performance and trends.

Skills

People leadership

Customer focus

Strategic thinking

Communication

Time management

Adaptability

Problem solving

Education

Two years college; degree preferred

4-6 years of related, relevant experience

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Kobie seeks an experienced Contact Center Manager to lead a Tier 1 operation supporting multiple loyalty clients, ensuring service levels and customer satisfaction. You will coach supervisory teams, translate strategic goals into daily deliverables, and drive performance in a remote-first, growth-focused environment.

You will manage schedules, analyze trends, and foster a positive, customer-centric culture while upholding policies and delivering strong results across calls, email, and chat.