Job Description
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 talent@verse.ai
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