Call Center Manager

Nextdeavor • Omaha, NE

3d • Remote

About The Position

Become a Key Player as a Call Center Manager. You will lead and scale a fully remote call center operation, driving operational performance and exceptional customer experience. You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report insights to senior leadership. This is a Remote role supporting a distributed, multi–time-zone workforce.

Requirements

• Bachelor’s degree in Business, Management, or related field (or equivalent experience)
• Proven experience managing a remote or distributed call center team
• Strong understanding of call center KPIs, QA processes, and workforce management
• Experience using CRM systems and cloud-based call center platforms (VoIP, WFM, collaboration tools)
• Excellent communication and leadership skills with the ability to manage across time zones

Nice To Haves

• Experience managing global or multi-time-zone teams
• Background in scaling or improving remote call center operations
• Strong analytical mindset with experience driving performance improvement initiatives

Responsibilities

• Lead day-to-day operations of a fully remote call center (inbound, outbound, or blended)
• Manage, coach, and develop remote supervisors and agents through virtual leadership and performance reviews
• Monitor and drive key KPIs including service levels, call volume, AHT, QA scores, and customer satisfaction
• Oversee scheduling, staffing, and productivity using workforce management tools
• Implement virtual training, onboarding, and ongoing coaching programs
• Analyze performance data to identify trends and drive continuous improvement
• Ensure compliance with company policies and quality standards across all operations
• Present performance insights and reports to senior leadership and collaborate cross-functionally to support scalable operations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager