Remote Operations Leader: Drive KPI‑Driven Contact Center

Pearl Interactive Network, LLC; Oregon; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Paid time off

Paid holidays

401K eligibility

Professional development

Job summary

Pearl Interactive Network, LLC is seeking a Remote Operations Manager to join our team. This role leads a group of Supervisors across multiple channels, drives KPI achievement, and coaches staff to improve performance and service quality.

You will coordinate staffing, training, and performance management, ensuring compliance with procedures and client requirements, while supporting bilingual service delivery and workforce planning.

Qualifications

• Bachelor’s degree, preferably in Business Management.
• US citizen with 3+ years of related experience in operations or customer service, including supervisory.
• Experience in implementing call center services organization and startup operations.
• Experienced in managing/coaching various organizational levels.
• Excellent interpersonal skills and self-sufficient.
• Strong analytical skills to interpret and forecast budgets.
• Ability to develop, recommend and implement plans for continuous process improvement.
• Strong leadership experience and skills.

Responsibilities

• Oversee daily contact center operations across phone, chat, secure messaging, and web form channels.
• Supervise frontline supervisors and team leads; ensure policy compliance and performance.
• Monitor service levels, productivity, quality, response times, and customer satisfaction; take corrective actions.
• Analyze reports, staffing data, quality assurance findings, and backlog trends to identify risks and improvements.
• Develop and implement operational improvement plans to enhance workflow efficiency and customer experience.
• Coordinate coaching and performance management with supervisors, QA, and Training.
• Support recruiting, onboarding, and retention; coordinate with Recruiting and Security.
• Coordinate staffing flexibility and resource allocation across channels based on volumes.
• Support bilingual service delivery and monitor language-specific staffing coverage.
• Coordinate with Workforce Management on schedules and coverage for peak periods.
• Identify training needs with Training Lead and verify effectiveness with QA.
• Promote communication, accountability, and continuous improvement across teams.

Skills

Leadership

Operations management

Coaching

Supervisory skills

Analytical skills

Budget forecasting

Education

Bachelor’s degree in Business Management

Tools

MS Outlook

Excel (Office 365)

SharePoint

Job description

Pearl Interactive Network, LLC is seeking a Remote Operations Manager to join our team. This role leads a group of Supervisors across multiple channels, drives KPI achievement, and coaches staff to improve performance and service quality.

You will coordinate staffing, training, and performance management, ensuring compliance with procedures and client requirements, while supporting bilingual service delivery and workforce planning.