Remote Senior Contact Center Manager

Socket.dev; California (MO); On-site; USD 116,000 - 166,000; Full time

Benefits offered by this job

401(k) employer match

Comprehensive health benefits

Flexible vacation policy

Educational assistance

Job summary

Gainwell Technologies seeks a Senior Call Center Manager to oversee multiple contact center operations, ensuring service levels, customer satisfaction, and financial performance across channels.

You will lead managers and supervisors, drive process improvements, and partner with clients and cross-functional teams to deliver high-quality service and business results. The role is United States remote with California residency and semi-occasional in office work.

Qualifications

• Twelve or more years of support services, project, or program experience.
• Eight or more years of leadership or supervisory experience.
• Experience working with technology industry.
• Experience working with company products and operating systems.
• Experience working with proposals.

Responsibilities

• Lead multiple contact center functions and operational leaders to meet service level commitments and business objectives.
• Identify and implement process improvements to increase efficiency and customer satisfaction.
• Develop volume forecasts, staffing models, and capacity plans with workforce management.
• Mitigate risks and address performance gaps with effective mitigation strategies.
• Collaborate with cross-functional teams to align resources with demand and priorities.
• Develop and manage annual operating, labor, tech, and departmental budgets.

Skills

Leadership experience

Tech industry experience

Proposals experience

Product & OS familiarity

Education

Master's degree in business administration, engineering, information systems or related field preferred

Job description

Gainwell Technologies seeks a Senior Call Center Manager to oversee multiple contact center operations, ensuring service levels, customer satisfaction, and financial performance across channels.

You will lead managers and supervisors, drive process improvements, and partner with clients and cross-functional teams to deliver high-quality service and business results. The role is United States remote with California residency and semi-occasional in office work.