Senior Manager, Multi-Brand Contact Center Operations

Authority Brands; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salaries

Full benefits package

PTO

Paid holidays

401(k)

Job summary

Authority Brands Inc. in Atlanta, GA is seeking a Senior Manager, Contact Center Operations to lead day-to-day execution of a scalable multi-brand contact center model.

You will collaborate with brand teams, franchise owners, and external BPO partners to improve service, efficiency, and adoption of call center capabilities. You will translate enterprise strategy into brand-specific plans, govern BPO relationships, monitor KPIs, and drive continuous improvement across locations to deliver

Qualifications

• 5+ years in progressive contact center operations with external BPO management.
• Experience operating across multiple brands, units, or franchise systems.
• Strong knowledge of contact center ops, workforce planning, QA, performance mgmt, vendor governance.
• Proficiency in reporting/analytics to improve SLAs, quality, CX, productivity, cost.
• Experience leading onboarding, training, and change-management programs.
• Excellent relationship-building with franchise owners and external partners.
• Clear written and verbal communication; able to present insights.
• Franchise, multi-location, home services, or consumer services experience preferred.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Manage multi-brand contact center operations via external BPO partners.
• Build relationships with brand leaders and franchise owners to drive adoption.
• Translate enterprise playbook into brand launch, onboarding, training, and comms.
• Lead BPO governance, SLA performance, staffing, forecasting, escalation, corrective actions.
• Monitor KPIs: answer rate, abandonment, service level, quality, conversion, booking rate, AHT, cost/contact, CSAT.
• Use data and feedback to identify gaps and drive script, routing, staffing, training changes.
• Coordinate seasonal readiness, onboarding for new brands, and new processes with partners.
• Create reporting and business reviews for leadership and stakeholders.
• Ensure quality, privacy, compliance, and brand standards.
• Support budget management, vendor invoicing, capacity planning, and continuous improvement.

Skills

BPO governance

Multi-brand ops

Contact center ops

Performance analytics

Stakeholder management

Relationship building

Change management

Communication skills

Education

Bachelor's degree

Job description

Authority Brands Inc. in Atlanta, GA is seeking a Senior Manager, Contact Center Operations to lead day-to-day execution of a scalable multi-brand contact center model.

You will collaborate with brand teams, franchise owners, and external BPO partners to improve service, efficiency, and adoption of call center capabilities. You will translate enterprise strategy into brand-specific plans, govern BPO relationships, monitor KPIs, and drive continuous improvement across locations to deliver