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Senior Call Center Manager
2020 Companies. Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in contact center operations and performance management, with a strong focus on developing KPIs, coaching frameworks, and quality assurance processes. Proven ability to lead teams through change while ensuring operational excellence and stakeholder engagement.
Highest-signal resume keywords
Contact Center Operations ManagementPeople Management and CoachingKPI Development and MonitoringPerformance Reporting and AnalysisQuality Assurance and Compliance Oversight
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementOperational Workflow DevelopmentData AnalysisKPI Scorecard DevelopmentQuality CalibrationIssue ResolutionStandard Operating ProceduresChange ManagementCoaching FrameworksCall Handling Standards
Soft Skills
Interpersonal CommunicationOrganizational SkillsTeam DevelopmentAccountabilityEngagement
Tools & Technologies
Microsoft ExcelPerformance Reporting ToolsSalesforceOperational DashboardsWorkflow Management Platforms
Industry Keywords
Contact Center KPIsCustomer Support OperationsService DeliveryRetail MerchandisingField Services
About the role
Key responsibilities & impact- Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams
- Establish performance expectations, individual accountability, and consistent coaching practices
- Conduct one-on-one meetings, performance reviews, coaching sessions, and team development discussions
- Support staffing, scheduling, workload distribution, and coverage across operational shifts and active projects
- Oversee daily FROST support operations and ensure timely, accurate, professional assistance to field representatives
- Establish standards for call handling, availability, adherence, responsiveness, and issue resolution
- Develop and refine individual and team KPI scorecards with the Director of Account Management
- Monitor contact center performance metrics and develop coaching plans or operational improvements
- Oversee FROST support throughout retail project execution, including guidance on requirements, surveys, photo documentation, compliance, and troubleshooting
- Lead Quality Assurance reviews covering survey validation, photo review, compliance classification, documentation, and defect identification
- Develop audit criteria, quality calibration practices, and performance reporting
- Identify recurring errors, quality trends, and process gaps; implement corrective actions
- Create and implement standardized operating procedures, workflows, escalation protocols, and quality controls
- Develop dashboards and reporting tools for team performance, service trends, quality results, and improvement opportunities
- Lead change management for new tools, procedures, performance expectations, and organizational initiatives
- Collaborate with Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics/Information Systems
- Provide the Director of Account Management with regular updates on performance, staffing, risks, process improvements, and employee development
- Establish relationships with team members and stakeholders, assess workflows and reporting, and identify improvement priorities within the first 90 days
Requirements
What you’ll need- 5+ years of experience in contact center operations, customer support operations, service delivery, or a related environment
- 3+ years of people management experience, including coaching, performance management, and team development
- Demonstrated experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levels
- Experience developing or improving operational workflows, standard operating procedures, and performance reporting
- Strong analytical skills with the ability to interpret operational data and translate findings into actionable improvements
- Demonstrated ability to lead teams through change while maintaining engagement, accountability, and operational performance
- Excellent interpersonal, written, and verbal communication skills
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment
- Proficiency with Microsoft Excel and performance reporting tools
- Preferred: Experience leading internal service desk, field support, technical support, or multi-functional contact center teams
- Preferred: Experience overseeing quality assurance, audit, or compliance-related operations
- Preferred: Familiarity with workforce management, call monitoring, and contact center reporting systems
- Preferred: Experience supporting retail merchandising, field services, or distributed workforce operations
- Preferred: Experience developing KPI scorecards, coaching frameworks, and quality calibration programs
- Preferred: Familiarity with Salesforce, operational dashboards, or workflow management platforms
- Ability to work CST hours preferred
Benefits
Comp & perks- Paid weekly
- Work remotely from home
- Health/Dental/Vision benefits
- 401K Program with matching
- Paid Time Off
- Paid Holidays
- Partial mobile reimbursement
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Leadership Development Program
- Employees' special pricing for multiple clients
- Personal development opportunities
- Professional stretch assignments
- Long-term career pathing options
- Inclusive work environment