Senior Manager, Omnichannel Customer Support

Bob's Discount Furniture; Manchester (CT); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid time off including vacation and;

401(k) Profit Sharing Plan

Employee Discount

Tuition reimbursement

Job summary

Bob’s Discount Furniture in Manchester, CT is seeking a Customer Support Senior Manager (Operations) to lead multi‑channel contact center operations across voice, chat, SMS, and email. You will drive performance management, analyze VOC data, and partner with internal teams and third‑party providers to elevate the customer experience.

You will shape engagement, coach teams, manage staffing and compliance, and deliver KPIs like NPS, FCR, and AHT across multiple sites and remote environments.

Qualifications

• Minimum of 8 years of experience in Customer Support or related discipline.
• Experience leading multi-channel contact center operations and managing performance across internal and/or third‑party teams.
• Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.

Responsibilities

• Analyze data to identify root causes, implement improvements, and reduce recurring issues.
• Partner with internal teams and third-party partners to provide insights from contact data and VOC information.
• Define and manage reporting to provide clear performance visibility across voice, chat, SMS, email, and other channels.
• Lead multi-site and remote operations with effective performance scorecards.

Skills

Contact center leadership

Data analysis

Performance management

Vendor management

Leadership coaching

Cross‑functional leadership

Omnichannel support

Education

Bachelor's degree

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture in Manchester, CT is seeking a Customer Support Senior Manager (Operations) to lead multi‑channel contact center operations across voice, chat, SMS, and email. You will drive performance management, analyze VOC data, and partner with internal teams and third‑party providers to elevate the customer experience.

You will shape engagement, coach teams, manage staffing and compliance, and deliver KPIs like NPS, FCR, and AHT across multiple sites and remote environments.