Remote Senior Call Center Leader – KPI-Driven Ops

2020 Companies; California; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid weekly

Work remotely from home

Health/Dental/Vision benefits

401K Program with matching

Paid Time Off

Paid Holidays

Partial mobile reimbursement

Scholarship opportunities for EMPLOYEe

Employee Assistance Program

Leadership Development Program

Employees' special pricing for clients

Job summary

2020 Companies is seeking a Senior Call Center Manager in Chicago, IL to lead FROST and QA teams, driving performance, process improvements, and employee development. You will shape KPI dashboards, establish standards, and partner with Account Management to align operations with client requirements.

The role requires 5+ years in contact center operations and 3+ years of people management, with strong communication, diplomacy, and change leadership. CST-hours and remote-ready options may apply.

Qualifications

• 5+ years of experience in contact center operations, customer support operations, service delivery, or a related environment.
• 3+ years of people management experience, including coaching, performance management, and team development.
• Demonstrated experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levels.
• Experience developing or improving operational workflows, standard operating procedures, and performance reporting.
• Strong analytical skills with the ability to interpret operational data and translate findings into actionable improvements.
• Demonstrated ability to lead teams through change while maintaining engagement, accountability, and operational performance.
• Excellent interpersonal, written, and verbal communication skills.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Proficiency with Microsoft Excel and performance reporting tools.

Responsibilities

• Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams
• Establish clear performance expectations, individual accountability, and consistent coaching practices
• Foster a positive, respectful, and collaborative team environment where employees feel supported, heard, and empowered to succeed
• Lead with diplomacy, emotional intelligence, transparency, and a solutions-oriented mindset
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team development discussions
• Identify individual strengths, development opportunities, and potential career growth paths
• Address performance concerns constructively, balancing accountability with appropriate training, resources, and support
• Promote open communication and actively solicit employee feedback to identify operational challenges and improvement opportunities
• Support effective staffing, scheduling, workload distribution, and coverage across operational shifts and active projects
• Oversee daily FROST support operations, ensuring timely, accurate, and professional assistance to field representatives
• Establish and maintain operational standards for call handling, availability, adherence, responsiveness, and issue resolution
• Partner with the Director of Account Management to develop, implement, and refine KPI scorecards
• Monitor contact center performance metrics, including Schedule Adherence, FCR, AHT, ASA, Service Level, and QA
• Evaluate performance trends and develop coaching plans or operational improvements to address gaps
• Ensure efficiency metrics are balanced with resolution quality and employee experience
• Establish reporting cadences and targets based on data and needs
• Identify staffing, scheduling, and workflow opportunities to improve coverage and service delivery
• Lead the FROST operations in field support and project execution
• Ensure representatives receive accurate guidance on project requirements, surveys, and documentation
• Establish procedures for live visit validation, corrective action, and escalation
• Promote first-contact resolution and real-time issue correction
• Support the development of subject matter experts and escalation resources
• Establish expectations for identifying and communicating recurring issues
• Collaborate with leadership to resolve execution challenges and improve effectiveness

Skills

Call center leadership

KPI management

Team coaching

Operational excellence

Analytical skills

Tools

Microsoft Excel

Job description

2020 Companies is seeking a Senior Call Center Manager in Chicago, IL to lead FROST and QA teams, driving performance, process improvements, and employee development. You will shape KPI dashboards, establish standards, and partner with Account Management to align operations with client requirements.

The role requires 5+ years in contact center operations and 3+ years of people management, with strong communication, diplomacy, and change leadership. CST-hours and remote-ready options may apply.