Sr Manager 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. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.

The Senior Manager, Contact Center Operations reports to the Vice President, Call Center and leads day-to-day execution of a scalable, multi-brand contact center operating model. This role works across brand and franchise operations teams and external BPO partners to improve service, conversion, quality, and franchise adoption of call center capabilities.

This leader converts enterprise strategy into disciplined operating routines, brand-specific action plans, and measurable results. Success requires strong BPO management, analytical rigor, change leadership, and the ability to build trust with franchise owners while standardizing execution across diverse brands and markets.

Key Responsibilities

• Manage multi-brand contact center operations delivered through external BPO partners, ensuring execution aligns with enterprise standards and brand requirements.
• Build strong relationships with brand leaders, franchise business coaches, franchise owners, Marketing, and Operations to increase adoption and effective use of call center services.
• Translate the enterprise contact center playbook into brand-level launch, onboarding, training, communication, and performance-improvement plans.
• Lead BPO governance, including operating reviews, scorecards, service-level performance, quality, staffing, forecasting, escalation management, and corrective-action plans.
• Monitor KPIs such as answer rate, abandonment, service level, quality, conversion, booking rate, average handle time, cost per contact, and customer satisfaction.
• Use performance data and franchise feedback to identify gaps, prioritize improvements, and recommend changes to scripts, routing, staffing, training, and workflows.
• Coordinate seasonal readiness, demand planning, new-brand onboarding, campaign support, and implementation of new processes or technologies with BPO and internal partners.
• Create clear reporting and business reviews for leadership, brand teams, and franchise stakeholders, highlighting results, risks, adoption barriers, and required actions.
• Ensure customer interactions, processes, and partner practices meet quality, privacy, compliance, and brand standards.
• Support budget management, vendor invoicing, capacity planning, and continuous-improvement initiatives that increase value for franchise owners and customers.

Qualifications

• 5+ years of progressive contact center operations experience, including direct management of external BPO partners.
• Demonstrated success operating across multiple brands, business units, locations, or franchise systems.
• Strong knowledge of contact center operations, workforce planning, quality assurance, performance management, and vendor governance.
• Proficiency using reporting and analytics to improve SLAs, quality, conversion, customer experience, productivity, and cost.
• Experience leading onboarding, training, communications, and change-management programs that drive stakeholder adoption.
• Strong relationship-building and influence skills with franchise owners, operators, brand leaders, and external partners.
• Practical problem-solver who can manage multiple priorities, resolve escalations, and convert strategy into consistent execution.
• Clear written and verbal communication, with the ability to present performance insights and recommendations to varied audiences.
• Franchise, multi-location, home services, or consumer services experience preferred.
• Bachelor’s degree required; equivalent relevant experience may be considered.

We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.

Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.

Authority Brands Inc. is an Equal Opportunity Employer