Senior Manager, Contact Center Ops & Customer Success

Caliber Collision; Texas; Presencial; USD 130 000 - 170 000; Tempo integral

Resumo da oferta

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales, and innovation. You will partner with internal and external teams to ensure consistency, elevate customer experiences, and drive EBITDA growth across the contact center portfolio.

The role requires strong leadership, cross-functional collaboration, and expertise in workforce planning, vendor management, and omnichannel technologies. Dallas area preferred; some travel may be required.

Qualificações

• Bachelor’s degree in business administration, Contact Center Management or related field or industry experience.
• Advanced degree or certification (PMP, Six Sigma) preferred.
• Dallas highly preferred
• Some travel as required
• Proven track record of leading, building and expanding global contact center operations.
• Experience with Zoom. Observe AI and WFM highly preferred
• Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.

Responsabilidades

• Oversight of operational execution, sales and innovation at Caliber Collision.
• Lead Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.
• Develop multi-year roadmap for Contact Center innovation.
• Deliver project updates and outcomes to senior management and in QBRs.
• Benchmark performance and drive EBITDA growth.

Conhecimentos

Leadership

Workforce planning

Staffing & recruiting

Vendor management

Strategic planning

Project management

Stakeholder communication

Omnichannel tools

Budgeting & EBITDA

Data analytics

Cross-functional collaboration

Formação académica

Bachelor's degree in business administration/related field

Advanced degree or certification (PMP, Six Sigma) preferred

Ferramentas

Zoom

CRM systems

IVR platforms

Workforce Management (WFM)

Omnichannel tools

Descrição da oferta de emprego

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales, and innovation. You will partner with internal and external teams to ensure consistency, elevate customer experiences, and drive EBITDA growth across the contact center portfolio.

The role requires strong leadership, cross-functional collaboration, and expertise in workforce planning, vendor management, and omnichannel technologies. Dallas area preferred; some travel may be required.