Remote-First Contact Center Operations Manager

Lever, Inc.; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Nine company-wide holidays

Benefits package

Job summary

Kobie is a remote-first organization with headquarters in St. Petersburg, FL, seeking an experienced contact center manager to lead a Tier 1 operation supporting multiple loyalty clients via phone, email, and chat.

You will translate strategic goals into tactical plans, coach supervisors, and drive service levels and customer satisfaction across the team in a flexible work environment.

Qualifications

• Experience leading a contact center team in a fast-moving environment.
• Strong communication and coaching skills.
• Ability to manage multiple clients and service levels.

Responsibilities

• Provide day-to-day tactical management of a Tier 1 contact center supporting multiple clients via phone, email, and chat.
• Translate strategic goals into actionable deliverables and coaching for supervisors.
• Ensure adherence to SLAs and customer satisfaction goals; develop schedules and reporting.

Job description

Kobie is a remote-first organization with headquarters in St. Petersburg, FL, seeking an experienced contact center manager to lead a Tier 1 operation supporting multiple loyalty clients via phone, email, and chat.

You will translate strategic goals into tactical plans, coach supervisors, and drive service levels and customer satisfaction across the team in a flexible work environment.