FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in overseeing contact center operations, ensuring adherence to SLAs, quality standards, and customer satisfaction goals. Proven ability to lead teams, analyze contact center metrics, and implement process improvements while ensuring compliance with regulatory requirements.
Highest-signal resume keywords
Contact Center Operations ManagementTeam Leadership and DevelopmentContact Center Metrics AnalysisProcess Improvement ImplementationRegulatory Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ManagementPerformance ManagementData AnalysisContact Center MetricsReporting Tools
Soft Skills
Coaching and MentoringVerbal and Written CommunicationProblem SolvingCross-Functional Collaboration
Certifications & Qualifications
Contact Center Management Certification
Industry Keywords
SLACSATAHTFCRBPOData Privacy StandardsQuality AssuranceWorkforce Management
About the role
Key responsibilities & impact- Oversee day-to-day contact center operations and ensure adherence to SLAs, quality standards, and customer satisfaction goals
- Coach, mentor, and develop team leads and associates
- Monitor contact center metrics including AHT, CSAT, and FCR; analyze trends and implement action plans
- Identify customer pain points and drive process improvements
- Partner with Quality, Training, Workforce Management, and Technology teams
- Resolve escalations and align cross-functional goals
- Ensure compliance with company policies, regulatory requirements, and data privacy standards
- Lead change initiatives, including process rollouts, technology adoption, and organizational shifts
Requirements
What you’ll need- Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 2 years’ experience in retail management, business, technology, communications, or related area (Option 1)
- 4 years’ experience in business, technology, communications, or related area (Option 2)
- 1 year's supervisory experience
- 3 years’ experience in customer service/contact center or related area
- 14–20 years in customer service, with at least 3 years in a managerial role within a BPO or contact center environment
- Proven ability to lead diverse teams, manage performance, and foster engagement in a high-volume, fast-paced setting
- Strong command of contact center metrics and reporting tools
- Excellent verbal and written communication skills
- Comfortable working in a 24/7 environment with rotating shifts and dynamic business needs
- Certifications in contact center management or operations preferred
Benefits
Comp & perks- Incentive awards for performance
- Maternity and parental leave
- Paid time off (PTO)
- Health benefits