Senior Manager, Contact Center - Remote

For our client, we are seeking a Senior Manager, Contact Center to join the team of a leader in the Retail & Consumer Goods space.

This role will provide leadership across a contact center operation supporting customer care and service delivery in a fast-paced retail environment. The Senior Manager will guide frontline teams, strengthen performance management, and help create a high-accountability culture that supports both employee engagement and customer satisfaction. This position will also partner closely with other departments to improve service levels, workforce planning, and the overall customer experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,800 – $166,100 annually

Responsibilities

• Lead, coach, and develop teams to foster a culture of accountability
• Drive engagement and retention through effective hiring and training
• Design and implement engagement activities to enhance workplace morale
• Oversee daily operations of customer support teams, including Tier 2 activities
• Manage KPIs to ensure high customer service levels
• Forecast and manage staffing and expenses for operational efficiency
• Collaborate with other departments to enhance the overall customer experience

Qualifications

• 5+ years of supervisory experience in contact center leadership, including 2+ years with an in-home agent model
• Retail or hospitality experience preferred
• Strong skills in MS Office, especially Excel, Word, and PowerPoint
• Bachelor's degree in business or communications, or equivalent experience
• Ability to establish a home workspace suitable for remote work with 1 GB internet speed

Benefits

• Comprehensive medical, dental, and vision insurance
• Short-term and long-term disability coverage
• 401(k) plan enrollment available
• Accrual of up to 200 hours of paid time off per year
• Up to 80 hours of paid sick time per year

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.