Senior Contact Center Operations Leader

Insight Global; McDonough (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Insight Global is seeking an experienced Operations Manager to lead day-to-day operations of a large-scale customer care program. You will drive contact center performance, develop frontline leadership, and manage KPIs to deliver a high-quality customer experience.

The ideal candidate has hands-on experience in high-volume centers, strong coaching skills, and the ability to coordinate with workforce management, training, and quality teams.

Qualifications

• 5+ years of call center operations experience
• 3+ years of leadership/management experience within a call center environment
• Experience managing Team Leads, Supervisors or frontline leaders
• Strong understanding of call center KPIs (AHT, adherence, ACW, QA, productivity, attendance, escalations)
• Experience using operational data and KPIs to identify performance gaps and drive improvement
• Coaching, performance management and employee accountability experience
• Collaboration with workforce management, training and quality teams
• Client-facing communication and escalation management skills
• Ability to work in fast-paced environment with changing priorities
• Experience with big enterprise contact centers or managed services/BPO

Skills

Call center operations

Leadership/management

KPIs and performance management

Coaching and accountability

Workforce management

Remote or distributed teams

CRM platforms (Salesforce ServiceCloud

Tools

Salesforce Service Cloud

Job description

Insight Global is seeking an experienced Operations Manager to lead day-to-day operations of a large-scale customer care program. You will drive contact center performance, develop frontline leadership, and manage KPIs to deliver a high-quality customer experience.

The ideal candidate has hands-on experience in high-volume centers, strong coaching skills, and the ability to coordinate with workforce management, training, and quality teams.