Senior Manager, Contact Center Operations & Strategy

Caliber; Lewisville (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales, and innovation. You will work closely with internal and external partners to deliver consistency and inspire every teammate to reach their full potential.

Responsibilities include leading multi-year strategies for Caliber’s Customer Success Team, managing BPO performance, and driving EBITDA growth through industry-leading contact center practices.

Qualifications

• Bachelor’s degree in business administration, Contact Center Management or related field; advanced degree preferred.
• Proven leadership experience in global contact center operations.
• Experience with Zoom; AI observation and WFM highly preferred.
• Strong understanding of CRM, IVR and omnichannel tools; exceptional communication skills.

Responsibilities

• Lead and inspire teams to achieve operational success.
• Manage SLA performance and vendor relationships with BPO partners.
• Develop multi-year roadmaps for contact center innovation and EBITDA growth.
• Collaborate with internal stakeholders to define project requirements and success criteria.
• Present operational results in customer meetings and QBRs; monitor industry trends.

Skills

Leadership

Project management

Analytical thinking

Communication

Stakeholder engagement

Operational excellence

Education

Bachelor's degree in business administration or related field

Advanced degree or certification (PMP, Six Sigma) preferred

Tools

Zoom

CRM systems

IVR platforms

WFM (Workforce Management)

Job description

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales, and innovation. You will work closely with internal and external partners to deliver consistency and inspire every teammate to reach their full potential.

Responsibilities include leading multi-year strategies for Caliber’s Customer Success Team, managing BPO performance, and driving EBITDA growth through industry-leading contact center practices.