Trust & Safety Contact Center Operations Leader

VXI Global Solutions; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

VXI Global Solutions in Seattle seeks an experienced Contact Center Operations Manager (Trust & Safety) to drive the culture, engagement, and performance of a large campaign. You will lead direct reports, develop leaders, and partner with clients to meet objectives.

The role requires strategic thinking with hands-on execution, strong analytics, and excellent communication skills. You will manage staffing, risk, and process improvements across a 200+ person operation in a fast-paced,

Qualifications

• Leadership experience overseeing large contact centers.
• Proven ability to meet KPIs and drive performance.
• Strong interpersonal, negotiation, and presentation skills.
• Experience managing campaigns with 200+ employees.

Responsibilities

• Adhere to ethics and integrity policies.
• Coach and develop team leads to meet KPIs.
• Collaborate with Client Services and Operations Director to meet objectives.
• Set direction by understanding client expectations and customer needs.
• Grow employee experience and satisfaction while upholding standards.
• Plan allocation of resources and coordinate activities to achieve goals.
• Lead audits to improve business processes.
• Review with Clients and Management to learn lessons and apply practices.
• Partner with HR on staffing, reviews, compensation, and career development.
• Partner with Workforce Management to maintain staffing and production levels.
• Maintain open communication with stakeholders.

Skills

Leadership

Communication

Problem solving

Change management

Team motivation

Education

High School Diploma

3+ years in a Contact Center Operations Management role

3+ years as in Operations Manager/Leadership role

2+ years of Trust & Safety leadership experience

Tools

Microsoft Project

Outlook

Office Suite (Word, Excel, PowerPoint)

Job description

VXI Global Solutions in Seattle seeks an experienced Contact Center Operations Manager (Trust & Safety) to drive the culture, engagement, and performance of a large campaign. You will lead direct reports, develop leaders, and partner with clients to meet objectives.

The role requires strategic thinking with hands-on execution, strong analytics, and excellent communication skills. You will manage staffing, risk, and process improvements across a 200+ person operation in a fast-paced,