Contact Center Manager – Operations & Team Leadership

About the role

The Contact Center Manager will lead the on‑site operations of a fast‑growing technology company, ensuring scalable processes, high performance, and alignment with business objectives. This senior role combines strategic planning, operational excellence, and team development.

Key responsibilities

• Collaborate with senior leadership to define objectives, set KPIs, and drive strategic initiatives.
• Design, implement, and continuously improve operational frameworks, workflows, and tools for scalable growth.
• Identify bottlenecks, develop solutions, and maintain execution alignment across teams.
• Oversee staff performance, track productivity metrics, and support professional development.
• Coordinate with remote teams and external partners to ensure seamless operations.
• Assess operational risks, implement mitigation strategies, and uphold compliance standards.

Required profile

• Bachelor’s degree or higher.
• Proven experience managing teams or small businesses of at least 10 employees, preferably in a start‑up or e‑commerce environment.
• Experience working with remote virtual teams is a plus.
• Strong leadership ability to drive initiatives from conception to completion.
• Demonstrated skill in executing company goals, tracking KPIs, and refining strategies.
• Deep knowledge of business operations, process development, and scaling strategies.

Required skills

What we offer

• Opportunity to shape and scale a high‑growth operation.
• Collaborative environment with direct impact on company success.
• Professional development and leadership growth.