Contact Center Manager, Customer Support

ID.me•Tampa, FL

46d•Onsite

About The Position

The Operations Manager for ID.me will drive performance and efficiency within our customer support organization by directly managing a team of 5-10 Team Leaders and indirectly leading 50-100 Member Support Representatives. This role requires data analysis to identify areas for process improvement and implement changes that enhance team performance and customer experience. Developing and mentoring the team to achieve operational excellence is also a key responsibility. This opportunity is located onsite in Tampa, FL. This is a full time opportunity and is not able to be done remotely. At ID.me, you: Are hands-on and data-driven, digging deep to understand problems and solve them at their source. Think in systems; you love to assist in building scalable structures, driving alignment, and ensuring accountability across teams. Elevate performance through clear expectations, direct feedback, and a focus on continuous improvement. Operate with urgency, clarity, and high standards in service of our mission to make digital identity secure and accessible for all. Take full ownership of your work; you identify what needs to be done and move it forward without waiting for direction. See feedback as fuel for growth; you seek it out, act on it, and help others do the same.

Requirements

Bachelor's degree preferred; high school diploma or equivalent required
5+ years of experience in customer service or customer support, ideally within a high-volume contact center environment
3+ years of experience in a leadership role, managing inbound contact center agents in a metric-driven operation
Proven ability to lead through others (e.g., team leads or supervisors) and hold them accountable for performance and quality outcomes
Skilled in using data to diagnose issues, identify trends, and drive both operational and behavioral improvements
Demonstrated success managing performance by focusing on key inputs; not just outcomes
Comfortable working across teams in a fast-paced, tech-forward environment
Excellent written and verbal communication skills
Excellent interpersonal skills and capable of de-escalating conflict
Ability to handle sensitive information with confidentiality
Ability to thrive in a fast-paced environment when there are changing priorities
Ability to be a team player with a strong, self-managing work ethic
Ability to be a self-starter with a passion for learning and continuous improvement
Strong analytical skills with a focus on problem-solving, troubleshooting, and conflict resolution
Proficiency in using Mac and/or PC platforms for daily operations
Proficiency in using video conferencing software like Google Meet
Proficiency in using Google Suite
Proficiency in using ticketing software like Zendesk
Proficiency in using Tableau and/or Metabase
Prolonged periods sitting at a desk and working on a computer

Nice To Haves

Demonstrated success in quality assurance program development and performance improvement initiatives.
Experience designing and implementing training, coaching, and enablement programs for frontline teams.
Deep understanding of contact center technologies and tools, including CRM systems, call routing platforms, and performance monitoring software.
Track record of cross-functional collaboration with senior leaders to align operational strategies with organizational goals.

Responsibilities

Lead, motivate, and develop a high-performing team of ~100 Member Support Representatives and ~5 Team Leads.
Foster a positive, inclusive, and collaborative work environment that encourages accountability and teamwork.
Provide structured coaching, ongoing training, and professional development opportunities to elevate performance and skill growth.
Conduct regular team meetings to communicate updates, share insights, and promote open dialogue.
Assist in recruiting, onboarding, and training new MSRs, ensuring smooth integration and role readiness.
Champion employee engagement initiatives and recognize top performers to drive morale and retention.
Assist in building and sustaining a high-performance culture by setting clear goals, tracking progress daily, and holding teams accountable for results.
Monitor performance data in real time to identify trends, diagnose root causes, and drive continuous improvement.
Conduct regular performance reviews, offering constructive feedback and targeted coaching.
Address underperformance proactively and reinforce behaviors aligned with organizational values.
Manage queue performance, adherence, and scheduling to maintain service levels and operational efficiency.
Drive achievement of key performance indicators (KPIs) such as service level, average handle time, customer satisfaction, and quality metrics.
Develop and implement strategies to improve contact center efficiency, consistency, and effectiveness.
Collaborate across departments to resolve cross-functional issues impacting member experience or operational outcomes.
Partner with product, engineering, and other functional teams to identify and implement workflow and system improvements.
Use data-driven insights to optimize processes, reduce cycle times, and enhance the overall customer experience.
Leverage frontline feedback and analytics to inform process improvements and prevent recurring issues.
Stay current on industry best practices, emerging technologies, and evolving member support methodologies.
Recommend and support technology and process initiatives that drive innovation and operational excellence.
Demonstrate behaviors that reflect ID.me's mission, values, and commitment to delivering best-in-class service.