Senior Call Center Manager
virtual vocationsDenver, CO
Senior Call Center Manager
virtual vocationsDenver, CO
today
Occupations
General and Operations ManagersQuality Control Systems ManagersFirst-Line Supervisors of Office and Administrative Support WorkersIndustries
Telemarketing Bureaus and Other Contact CentersTelephone Answering ServicesAll Other Business Support ServicesAbout the role
Leading the Field and Retail Operations Support (FROST) and Quality Assurance teams, the full-time Senior Call Center Manager will oversee daily operations, develop performance KPIs, and implement continuous improvement initiatives while working onsite in Southlake, TX.
Key Responsibilities:
Provide leadership and coaching for the FROST and Quality Assurance teams, promoting a collaborative work environment
Oversee contact center operations, ensuring timely and accurate support to field representatives while monitoring performance metrics
Develop and implement standardized operating procedures and performance management frameworks to enhance operational efficiency
Required Qualifications:
5+ years of experience in contact center operations or customer support environments
3+ years of people management experience, including coaching and performance management
Demonstrated experience managing contact center KPIs such as first call resolution and average handle time
Strong analytical skills with the ability to interpret operational data for actionable improvements
Proficiency with Microsoft Excel and performance reporting tools
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JOB OVERVIEW
Experience level
Senior
Location
Denver, CO
Occupation
General and Operations Managers
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
today
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