Senior Manager - Contact Center Operations
About The Position
OKIN Process is seeking a highly experienced Senior Manager to lead complex contact center programs. This role requires a strong operational leader with deep contact center expertise, proven experience managing large teams and multi-channel environments, and the ability to drive performance, efficiency, and customer satisfaction. Experience in telecommunications is a strong plus. This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!
Requirements
- 5+ years of progressive leadership experience in contact center operations.
- Proven experience managing large contact center programs (50+gents and/or multi-site operations).
- Strong knowledge of contact center KPIs, workforce planning, and performance management.
- Demonstrated ability to lead change and scale operations in fast-paced environments.
- Excellent analytical, communication, and executive presentation skills.
- Experience managing remote and hybrid contact center models.
Nice To Haves
- Experience in telecommunications or related industries strongly preferred.
- Exposure to large BPO or outsourced contact center environments.
- Experience with omnichannel platforms, CRM systems, and contact center technologies (e.g., IVR, ACD, WFM tools).
- Six Sigma, Lean, or other operational excellence certifications a plus.
Responsibilities
- Provide strategic and operational leadership for large-scale contact center programs (inbound, outbound, and digital channels).
- Manage and develop senior leaders, managers, and cross-functional teams across multiple sites or virtual environments.
- Own key performance metrics including SLA, AHT, CSAT, NPS, quality, productivity, and cost efficiency.
- Partner with Workforce Management, Quality, Training, IT, and HR to ensure operational excellence and scalability.
- Lead transformation initiatives including process improvement, technology adoption, and automation.
- Drive continuous improvement through data analysis, root cause identification, and corrective action planning.
- Ensure compliance with regulatory, contractual, and company standards.
- Manage budgets, forecasts, and resource planning for large operational programs.
- Act as a senior stakeholder interface for internal leadership and external clients/partners.
- Champion employee engagement, retention, and leadership development initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
