Operations Manager

Lead a team of supervisors in a multichannel contact center to improve key metrics through increased quality, consistent conversion, and customer satisfaction. Drive initiatives that support operational performance targets while motivating, coaching, and developing direct reports via effective monitoring and feedback. Handle escalated customer concerns and participate in cross-functional communications to ensure systematic capture and sharing of customer feedback with stakeholders. Routinely measure satisfaction through formal and informal means, analyze process improvement opportunities, and consistently report on team progress by compiling statistics and interpreting data to support findings and goals. Maintain accurate performance documentation, facilitate relevant meetings, and manage relationships with account managers and operational leaders.