Manager, Contact Center Sales Enablement & Operations

Victra - Verizon Wireless Premium Retailer

2d•Onsite

About The Position

This role provides strategic leadership and programmatic coordination for the contact center sales enablement function, aligning initiatives with organizational goals and driving performance across customer segments. The Contact Center Sales Enablement & Operations (Level III) or Manager, Call Center Program & Performance (Level III) plans and delivers cross-functional projects, monitors operational trends, ensures governance and compliance, and orchestrates communications, onboarding, and change management to enable frontline success.

Requirements

8–12+ years in contact center operations, sales enablement, or program/project management.
Proven experience leading cross-functional projects and reporting to senior leadership.
Strong analytical skills; proficiency with CRM, WFM, QA, LMS, and BI tools.
Excellent communication, stakeholder management, and change management skills.
Bachelor’s degree or equivalent experience; PMP/Prosci preferred.

Nice To Haves

PMP/Prosci preferred.

Responsibilities

Strategic Leadership & Alignment: Translate organizational goals into a contact center enablement roadmap; prioritize initiatives to maximize sales performance and operational efficiency.
Program & Project Management: Plan, scope, and manage projects end-to-end (charters, timelines, milestones, risk/issue logs).
Cross-Functional Liaison: Serve as the primary link between Leadership, IT, HR, WFM, QA, Training, Vendors, and Compliance to coordinate projects and resolve operational issues.
Performance Monitoring & Reporting: Interpret performance trends, escalate operational issues, and publish weekly scorecards highlighting project status, challenges, and changes.
Compliance & Governance: Ensure adherence to policies and SOPs; oversee incident management and documentation governance.
Onboarding & Events: Oversee call center events and partner with Training/Talent Management for onboarding of new hires.
Communication & Change Management: Manage engagement events, contests, documentation, and change adoption strategies.
Data Reporting & Analysis: Deliver insights through reporting automation and competitive intelligence; collaborate with WFM for forecasting and capacity planning.
Enablement Assets: Build and implement QRGs, scripts, and learning materials; partner with L&D for development initiatives.