Strategic Contact Center Operations Lead (Trust & Safety)

VXI Global Solutions; Morrow (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

VXI Global Solutions seeks a dynamic Contact Center Operations Manager (Trust & Safety) to drive culture, engagement and performance across the campaign. You will develop teams, meet KPIs, and align with client objectives while managing resources and processes for success.

The role requires strategic leadership with hands-on execution, strong communication, and experience overseeing large contact center teams in a fast-paced environment. 24x7 operations and international time zones are expected.

Qualifications

• Must have 3+ years in a Contact Center Operations Management role with leadership success.
• Pass background check and drug screen as part of hire.
• Flexible to support 24x7 operations and international time zones.

Responsibilities

• Oversee culture, engagement, and performance of the campaign.
• Develop and implement plans to meet KPIs and service levels.
• Coach and develop team leads to improve efficiency and output.
• Collaborate with Client Services and OperationsDirector to meet client objectives.
• Lead audits and process improvements to optimize operations.
• Partner with HR and Workforce Management on staffing and development.

Skills

Leadership

KPIs

People management

Communication

Root cause analysis

Strategic thinking

Education

High School Diploma

Tools

Microsoft Project

Outlook

Office Suite

Job description

VXI Global Solutions seeks a dynamic Contact Center Operations Manager (Trust & Safety) to drive culture, engagement and performance across the campaign. You will develop teams, meet KPIs, and align with client objectives while managing resources and processes for success.

The role requires strategic leadership with hands-on execution, strong communication, and experience overseeing large contact center teams in a fast-paced environment. 24x7 operations and international time zones are expected.