Manager of Contact Center Operations

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SUMMARY:

The Contact Center Operations Manager will use a thoughtful and flexible approach to enable and support their assigned team to excel in lead engagement activities. The Contact Center Operations Manager will provide coaching, new hire training, feedback, analysis, communication, and development for our lead development teams.

ESSENTIAL FUNCTIONS:

• Provide front line leadership, support, performance management, timesheet approval, and development to a team of 20-25

• Manage contact center employees (concierges), including Subject Matter Expert and Team Lead titled individuals

• Analyze reports, conduct assessments, communicate updates, deliver performance reviews, and monitor customer feedback

• Conduct 1-on-1's with team members on a consistent basis to review engagement activity, enhance knowledge of process and procedures, provide career development, and support individuals with tailored motivation and guidance

• Manage employee performance by providing coaching and feedback to both high- and under- performing individuals

• Ensure proper engagement, accuracy, and timeliness for handling lead interaction

• Train and/or retrain department staff and handle any employee conflicts or issues that arise throughout the day

• Initiate feedback, production analysis, or identify issues with any customer interaction scripts, system performance, or engagement automation to prioritize and resolve issues

• Take ownership of hiring, new hire training, refresher training, assignment of work, development of schedules, coaching, and counseling of team members

• Thoroughly follow client and department standards, procedures, and perform duties with integrity

• Collaborate with other departments in project teams or assignments to department and company success

• Bring solutions to increase effectiveness and productivity across the department

• Display a team-minded attitude with the ability to adapt and help where needed

MINIMUM QUALIFICATIONS:

• The scheduled shift for this role is Sunday through Thursday from 12:00 PM to 9:00 PM Pacific Time - including holidays.

• Must be available outside of your scheduled work hours for emergencies or as needed (Some employees work on weekends, holidays, and from 5am-12am PT and may occasionally require immediate assistance)

• Schedule is subject to change based on business needs

• Bachelor's Degree in Business Administration, Management, Communications, or related field preferred

• Minimum 3 years of previous contact center experience required

• Minimum 1 year of management experience required

• Previous CRM experience with at least 50 WPM typing speed required

• New hire training experience preferred

• Familiarity with department metrics, systems, and a history of success, improvements, and increased responsibility over time

• Must be able to work full-time (40 hours per week) with occasional overtime as needed

• A dedicated workspace free of distractions is required

• Excellent verbal and written communication skills with attention to accuracy and grammar

• Strong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation with leads

• Ability to work in a remote environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate for extended periods of time

• Self-organization, time management skills, ability to work with co-workers remotely, and a team-centric positive attitude

BENEFITS:

• Medical, Dental, Vision Insurance

• 401k + Match

• Fully Remote

• Stock Options

• Life, Accident, and Short-Term Disability Insurance

• Internet Stipend

• 11 Paid Holidays

• Unlimited PTO

• Work/Life Balance

• Employee Assistance Program

• Classpass Credits

Location

Must be authorized to work in the U.S. We do not offer Visa assistance or sponsorship for this role. This is a fully remote position and there is no relocation assistance. You must also reside in the United States. Verse uses E-Verify to verify employment.

References

We use tools like speaking to references to gain a more full-bodied, in-depth picture of the person we're looking to hire. By submitting your application, you are giving your permission that Verse.ai may conduct references using professional social media and common connections. We commit to not contacting any of your current work colleagues and will adhere to all legal requirements regarding salary and protected class information.

EEO Statement

Verse.ai is committed to the full inclusion of all qualified individuals. As part of this commitment, Verse.ai will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact People & Culture at [email protected]

We are Verse and we don't just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. All candidates for hire, promotion, and performance are evaluated on the basis of merit alone.

Compensation Range: $70K - $85K