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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 leading contact center operations with a focus on performance management, quality assurance, and continuous improvement. Proficient in developing operational workflows, KPI scorecards, and fostering team engagement in a fast-paced environment.
Highest-signal resume keywords
Contact Center Operations ManagementPerformance ManagementKPI Development and ReportingQuality Assurance OversightChange Management Leadership
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 ReportingOperational Workflows DevelopmentData AnalysisKPI Scorecard DevelopmentQuality CalibrationTroubleshootingCompliance StandardsSurvey ValidationDefect IdentificationFirst-Contact Resolution
Soft Skills
CoachingInterpersonal CommunicationOrganizational SkillsTeam DevelopmentAccountability
Tools & Technologies
Microsoft ExcelSalesforcePerformance Reporting ToolsOperational DashboardsWorkflow Management Platforms
Industry Keywords
Contact Center OperationsCustomer Support OperationsService DeliveryQuality AssuranceRetail MerchandisingField ServicesDistributed Workforce OperationsAudit ComplianceWorkforce ManagementCall Monitoring
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, accountability, coaching practices, operational standards, and reporting cadences
- 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 assistance to field representatives throughout retail project execution
- Ensure accurate guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshooting
- Establish procedures for live visit validation, corrective action, documentation, escalation, and first-contact resolution
- Lead Quality Assurance operations, including survey validation, photo review, compliance classification, documentation, defect identification, audit criteria, and quality calibration
- Identify recurring errors, quality trends, process gaps, execution discrepancies, and root causes; implement corrective actions
- Develop and implement KPI scorecards, standardized operating procedures, workflows, escalation protocols, quality controls, dashboards, and reporting tools
- Lead continuous improvement and change management 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
- Build a service-oriented operation balancing responsiveness, efficiency, accuracy, and employee engagement
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