Job description

Service Center CSCS TX The Senior Manager, Contact Center Operations , is responsible for overseeing operational execution, sales and innovation at Caliber Collision. Our CST Excellence is the first step in creating an exceptional customer experience to earn lifetime promoters. You will work closely with internal and external partners to deliver operational consistency and inspire every teammate to reach their full potential. Operational Execution Demonstrate a strong ability to lead, develop, and inspire others to achieve success Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates. Quarterly workforce planning using Workforce management All long-term Staffing Needs; Recruiting and Retention Partner with Field Operations and Strategic Accounts on improvement opportunities Develop multi-year strategy for Caliber ‘s Customer Success Team and share across organization Collaborate across business units to continue to innovate and deliver EBITDA growth Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards. Ability to lead and present operational results in Customer meetings and QBRs BPO Management Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance. Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards. Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner. Strategy & Project Delivery Develop multi-year roadmap for Contact Center innovation Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints. Collaborate with internal stakeholders to define project requirements, objectives, and success criteria. Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management. Industry Experience Stay abreast of industry trends, best practices, and emerging technologies within the contact center space. Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation. Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement. Maintain relationships within industry to ensure best practices are implemented through Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery. Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty. Qualifications: Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred. Dallas highly preferred Some travel as required Proven track record of leading, building and expanding global contact center operations. Experience with Zoom. Observe AI and WFM highly preferred Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools. Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels. Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment. Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement. Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions.

Requirements

Must-haves

Service Center
Operational Execution
Demonstrate a strong ability to lead, develop, and inspire others to achieve success
Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.
Quarterly workforce planning using Workforce management
All long-term Staffing Needs; Recruiting and Retention
Partner with Field Operations and Strategic Accounts on improvement opportunities
Develop multi-year strategy for Caliber ‘s Customer Success Team and share across organization
Collaborate across business units to continue to innovate and deliver EBITDA growth
Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards.
Ability to lead and present operational results in Customer meetings and QBRs
BPO Management
Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance.
Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards.
Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner.
Strategy & Project Delivery
Develop multi-year roadmap for Contact Center innovation
Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.
Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.
Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.
Industry Experience

Nice-to-haves

Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred.
Dallas highly preferred
Experience with Zoom. Observe AI and WFM highly preferred

Application prep

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Keywords to mirror

Platform: workday
Effort: long