Senior Contact Center Operations Manager - Trust & Safety

VXI Global Solutions; Georgia; On-site; USD 90,000 - 125,000; Full time

Job summary

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager (Trust & Safety) to lead a sizable campaign, shaping culture, performance, and engagement. You will develop leaders, align with client and VXI objectives, and drive KPI achievement in a fast-paced environment.

The role requires strategic leadership, hands-on problem solving, and the ability to manage multiple teams across time zones while maintaining high standards of integrity and service delivery.

Qualifications

• Must have 3+ years in a contact center operations management role.
• Experience leading 200+ employees preferred.
• Flexible for 24x7 operations and time zones.
• Background check and drug screen required.
• Strong written and verbal communication skills.

Responsibilities

• Adhere to company policies on ethics and integrity.
• Coach and develop team leads to efficiently run a team of associates and meet KPIs.
• Collaborate with Client Services Team and Operations Director to meet client and company objectives.
• Develop and maintain understanding of client expectations to set direction and achieve objectives.
• Grow and maintain a positive employee experience while upholding standards and client expectations.
• Lead the planning process, allocate resources, assign responsibilities, and coordinate activities to achieve goals.
• Guide the team to achieve performance metrics and implement corrective actions.
• Lead audits to improve business processes and drive continuous improvement.
• Review with Clients and Management to apply lessons learned and best practices.

Skills

Leadership

People management

KPIs

Communication

Problem solving

Project management

Education

High School Diploma

Tools

Microsoft Project

Outlook

Microsoft Office

Job description

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager (Trust & Safety) to lead a sizable campaign, shaping culture, performance, and engagement. You will develop leaders, align with client and VXI objectives, and drive KPI achievement in a fast-paced environment.

The role requires strategic leadership, hands-on problem solving, and the ability to manage multiple teams across time zones while maintaining high standards of integrity and service delivery.