Contact Center Operations Manager

First-level manager responsible for the performance, coaching, and development of a team of agents.

• Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching.
• Handle and de-escalate calls from highly frustrated or challenging customers.
• Conduct regular 1:1 performance reviews and create development plans for team members.
• Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
• Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review.
• Manage scheduling, sick leave and other administrative tasks for the team.

• 2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
• Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
• Skills: Strong leadership, motivational, conflict resolution and data analysis skills.