Contact Center Operations Manager
Core
Lead a large technical customer support organization through multiple Supervisors, balancing customer experience, workforce capacity, quality, and commercial revenue outcomes.
Role type
Senior manager-of-managers for technical support operations
Builds
High-volume technical support environment and commercial revenue through service
Domain
B2B Technology / Customer Support Operations
Required skills
People leadership, technical support operations, commercial judgment, data-driven decision making, performance management, workforce planning, quality assurance, change management
Preferred skills
AI tool adoption, sales-through-service approach, complex conflict resolution
Technologies
AI-powered insights, automation, reporting tools
Responsibilities
Develop Supervisors into effective leaders, own technical support performance metrics (CSAT, SLA, AHT), drive revenue retention and expansion, manage workforce forecasting and scheduling, implement operational changes using data and AI
Seniority
Senior, hands-on IC