Senior Contact Center Operations Lead – Trust & Safety

VXI Global Solutions; Forest Park (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

VXI Global Solutions is a leading provider of BPO and contact center services, with 40,000 employees globally. We’re seeking a Contact Center Operations Manager (Trust & Safety) to lead culture, engagement, and performance across campaigns while partnering with HR and Workforce Management.

The role requires strategic leadership, hands-on execution, and strong communication to ensure client objectives are met and best practices are integrated into operations.

Qualifications

• 3+ years in a Contact Center Operations Management role with a demonstrated ability to lead people and gain results.
• 2+ years of Trust & Safety leadership experience preferred.
• Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
• Must be able to pass a background check and drug screen.

Responsibilities

• Oversee culture, engagement, and performance of the campaign and direct reports.
• Coach and develop team leads to meet KPIs and performance standards.
• Coordinate with Client Services Team and Operations Director to meet client and company objectives.
• Maintain understanding of client expectations and customer needs to guide direction.
• Develop and nurture a positive employee experience and capabilities.
• Plan and allocate resources to achieve company goals.
• Guide teams to achieve performance metrics and initiate corrective actions.
• Lead audits to improve business processes and best practices.
• Review with Clients and Management to capture lessons learned.

Skills

Leadership

Strategic planning

Team coaching

KPIs & performance

Communication

Problem solving

Workforce management

IT/telephony systems

P&L management

Stakeholder management

Education

High School Diploma

Tools

Microsoft Project

Outlook

Office Suite

Job description

VXI Global Solutions is a leading provider of BPO and contact center services, with 40,000 employees globally. We’re seeking a Contact Center Operations Manager (Trust & Safety) to lead culture, engagement, and performance across campaigns while partnering with HR and Workforce Management.

The role requires strategic leadership, hands-on execution, and strong communication to ensure client objectives are met and best practices are integrated into operations.