Senior Contact Center Operations & Trust & Safety Leader

VXI Global Solutions; Morrow (GA); On-site; USD 75,000 - 100,000; Full time

Job summary

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager (Trust & Safety) to lead a large team and ensure client objectives are met. You will shape culture, drive performance, and guide process improvements across the campaign.

The role requires strategic leadership, hands-on coaching, and strong communication across stakeholders, with experience managing contact centers over 200 employees and familiarity with IT/telephony systems.

Qualifications

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

Responsibilities

• Adhere to company policies on ethics and integrity.
• Coach and develop team leads to efficiently run a team of associates and meet KPIs.
• Coordinate with Client Services and Operations Director to meet client and VXI objectives.
• Develop and maintain understanding of client expectations to guide organizational direction.
• Foster a positive employee experience and upskill staff while upholding standards.
• Lead resource planning, assignments, and cross-team collaboration to achieve company goals.
• Identify performance gaps, conduct root-cause analysis, and implement corrective actions.
• Lead audits to improve business processes and ensure best practices are integrated.

Skills

Leadership

People management

Communication

Strategic thinking

Education

High School Diploma

Tools

Microsoft Project

Outlook

Office Suite (Word, Excel, PowerPoint)

Job description

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager (Trust & Safety) to lead a large team and ensure client objectives are met. You will shape culture, drive performance, and guide process improvements across the campaign.

The role requires strategic leadership, hands-on coaching, and strong communication across stakeholders, with experience managing contact centers over 200 employees and familiarity with IT/telephony systems.