Senior Manager, Contact Center Operations & Growth

Caliber Collision; Clifton (TX); On-site; USD 135,000 - 195,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales and innovation for the CST Excellence program. You will lead a cross-functional team, set multi-year strategies, and collaborate with Field Operations and BPO partners to optimize performance and EBITDA growth.

Ideal candidates have a track record of leading global contact center operations, strong CRM/IVR experience, and proficiency with Zoom, AI, and WFM tools.

Qualifications

• Bachelor’s degree in business administration or related field; advanced degree or certifications preferred.
• Experience leading, building and expanding global contact center operations.
• Strong understanding of CRM, IVR, and omnichannel solutions.
• Familiarity with Zoom, AI in contact centers, and workforce management (WFM).
• Ability to manage multiple projects, align stakeholders, and deliver results in fast-paced environments.

Responsibilities

• Oversee operational execution, sales and innovation within Caliber Collision’s CST Excellence program.
• Lead and develop teams, fostering high performance and accountability.
• Perform quarterly workforce planning using Workforce Management (WFM).
• Manage staffing, recruiting, and retention to meet long-term needs.
• Collaborate with Field Operations and Strategic Accounts to drive improvements and EBITDA growth.
• Develop multi-year roadmap for contact center innovation and vendor performance management.
• Present operational results in client meetings and quarterly business reviews (QBRs).
• Ensure SLAs and pricing with BPO partners align with contractual obligations.

Skills

Leadership

Global operations

Stakeholder engagement

Project management

Communication

Education

Bachelor's degree in business administration or related field

Advanced degree or PMP/Six Sigma certification

Tools

Zoom

Observe AI

WFM

CRM systems

IVR platforms

Omnichannel tools

Job description

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales and innovation for the CST Excellence program. You will lead a cross-functional team, set multi-year strategies, and collaborate with Field Operations and BPO partners to optimize performance and EBITDA growth.

Ideal candidates have a track record of leading global contact center operations, strong CRM/IVR experience, and proficiency with Zoom, AI, and WFM tools.