Contact Center Operations Manager

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

Tasks

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.

Requirements