RemoteLeaf Logo
Log in Sign up

Call Center & Contact Center Professionals

2 months ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
CRM Salesforce
Apply Now
Hire Resolve US

Hire Resolve US

Choose your region to access Hire Resolve, a top recruitment agency connecting top talent with employers in the US, UK, and Africa. Start hiring today!

Internet Software & Services
View All Jobs 134

Description

  • Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors while driving performance through coaching, KPIs, and structured scorecards.
  • Improve customer experience metrics such as CSAT, NPS, and FCR while balancing cost-to-serve and service levels.
  • Own workforce performance in partnership with WFM, including forecasting, scheduling, adherence, and occupancy.
  • Implement quality assurance frameworks, calibration routines, and continuous improvement plans.
  • Oversee training and onboarding programs and maintain knowledge management and readiness standards.
  • Partner with cross-functional stakeholders in Sales, Product, IT, Compliance, and HR to execute operational initiatives.
  • Monitor and report on operational metrics such as AHT, ASA, abandonment, conversion, and attrition, and present action plans.
  • Support adoption of contact center technology including CRM, ticketing, CCaaS, dialers, analytics, and QA tools.
  • Ensure workplace safety and compliance alignment with applicable standards, including OSHA expectations.

Requirements

  • High school diploma or GED required; associate or bachelor’s degree in Business, Communications, Operations, or a related field preferred, or equivalent experience.
  • 5–12+ years of experience in call center or contact center environments.
  • 2–6+ years of leadership experience as a Supervisor, Team Lead, Manager, or Senior Manager.
  • Experience in people leadership, coaching, performance management, and change leadership.
  • Experience with KPI-driven operations management and continuous improvement; Lean or Six Sigma exposure is a plus.
  • Knowledge of workforce management fundamentals, including forecasting, scheduling, and real-time adherence.
  • Experience improving quality, training, and customer experience outcomes.
  • Strong business communication and stakeholder management skills.
  • Experience with CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow, plus CCaaS, dialers, WFM tools, QA platforms, and reporting/analytics tools.
  • Professional English required; additional languages are a plus depending on the customer base and region.
  • Ability to work on-site, hybrid, or remotely depending on client needs, with shift flexibility in some environments.

Benefits

  • Health Care Plan covering medical, dental, and vision.
  • Retirement plan options including 401(k) and IRA.
  • Life insurance, including basic, voluntary, and AD&D coverage.
  • Paid time off, including vacation, sick time, and public holidays.
  • Family leave benefits, including maternity and paternity leave.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

The Everway Company

Customer Support Specialist

The Everway Company Internet Software & Services

Everway is hiring a Customer Support Specialist to help customers across chat, phone, and email troubleshoot products, manage subscriptions, and access effective self-service support in a neuroinclusive technology company.

United States Full-time Junior Customer Support
CRM Salesforce
21 hours, 6 minutes ago
Mineralys Therapeutics

Manager, Travel & Expense Operations

Mineralys Therapeutics 11-50 Pharmaceuticals

Mineralys Therapeutics, a fully remote clinical-stage biopharmaceutical company, seeks a Manager, Travel & Expense Operations to oversee travel, reimbursement, and corporate card programs while ensuring accurate, compliant financial operations.

United States Full-time Senior Operations Manager
$120k-$132k
NetSuite
21 hours, 6 minutes ago
A

Work From Home - Break Free of the 9-5

AO Garcia Agency Insurance

Global Elite Empire Consultants is recruiting for a remote client service leadership role focused on delivering strong customer experiences and leading teams while supporting flexible work arrangements and professional growth.

United States Mid Level Customer Support
21 hours, 36 minutes ago
A

Work From Home - Customer Care Specialist

AO Garcia Agency Insurance

Global Elite Empire Consultants is hiring remote client benefits representatives to guide interested clients through benefit options and enrollment while building relationships and growing through performance.

Canada Entry Level Customer Support
21 hours, 36 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers