Senior Call Center Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Provide daily leadership, coaching, and performance oversight for the FROST and Quality Assurance teams.

• Set expectations for performance, accountability, coaching methodologies, operational standards, and reporting frequencies.

• Conduct individual meetings, performance evaluations, coaching sessions, and team development conversations.

• Assist in staffing, scheduling, workload allocation, and coverage across operational shifts and ongoing projects.

• Supervise daily FROST support operations and provide assistance to field representatives during retail project execution.

• Ensure precise guidance on project specifications, surveys, photo documentation, compliance standards, and troubleshooting efforts.

• Develop procedures for live visit validation, corrective actions, documentation, escalation processes, and first-contact resolution.

• Direct Quality Assurance operations, including survey validation, photo assessments, compliance classification, documentation, defect identification, audit criteria, and quality calibration.

• Identify persistent errors, quality trends, process deficiencies, execution inconsistencies, and root causes; implement corrective measures.

• Create and execute KPI scorecards, standardized operating procedures, workflows, escalation protocols, quality controls, dashboards, and reporting tools.

• Drive 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 consistent updates regarding performance, staffing, risks, process enhancements, and employee development.

• Cultivate a service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement.

⛳️ Requirements

• 5+ years of experience in contact center operations, customer support, service delivery, or a similar environment.

• 3+ years of experience in people management, including coaching, performance oversight, and team development.

• Proven experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levels.

• Experience in developing or enhancing operational workflows, standard operating procedures, and performance reporting.

• Strong analytical skills with the capability to interpret operational data and translate insights into actionable improvements.

• Demonstrated ability to lead teams through transitions while maintaining engagement, accountability, and operational performance.

• Exceptional interpersonal, written, and verbal communication skills.

• Strong organizational abilities and capacity to manage competing priorities in a dynamic environment.

• Proficiency in Microsoft Excel and performance reporting tools.

• Preferred: Experience leading internal service desk, field support, technical support, or multifunctional contact center teams.

• Preferred: Experience managing quality assurance, audit, or compliance-related operations.

• Preferred: Familiarity with workforce management, call monitoring, and contact center reporting systems.

• Preferred: Experience in supporting retail merchandising, field services, or distributed workforce operations.

• Preferred: Experience in developing KPI scorecards, coaching frameworks, and quality calibration programs.

• Preferred: Familiarity with Salesforce, operational dashboards, or workflow management platforms.

• Ability to work during CST hours is preferred.

🏝️ Benefits

• Paid weekly.

• Work remotely from home.

• Health, Dental, and Vision benefits.

• 401K Program with matching contributions.

• Paid Time Off.

• Paid Holidays.

• Partial mobile expense reimbursement.

• Scholarship opportunities for employees and their immediate family members.

• Employee Assistance Program.

• Leadership Development Program.

• Special pricing for employees with various clients.

• Opportunities for personal development.

• Professional stretch assignments.

• Options for long-term career advancement.