Manager, Contact Center Operations

🕒 September 25

🏛️ District of Columbia, Florida, +3 more states – Remote

🏛️ District of Columbia – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kobie

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1990

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

Kobie is a global, market-leading, end-to-end loyalty solutions provider for the world’s most successful brands. With strategy-led technology, Kobie is consistently named an industry leader by Forrester, with a mission of growing value through loyalty. The company specializes in transforming complex customer data into actionable insights and employs composable technology, human-guided AI, and strategic services to enable loyalty outcomes across various sectors including retail, travel and hospitality, financial services, entertainment, QSR, and telecom. Its Kobie Alchemy® Loyalty Cloud platform delivers and measures loyalty experiences that set brands apart.

📋 Description

• Provide day-to-day tactical management and execution of a Tier 1 contact center supporting multiple clients’ loyalty program customers by phone, email, and chat • Translate organizational strategic goals into tactical deliverables • Provide guidance, assistance, coaching, and feedback to the supervisory team • Ensure service levels and customer satisfaction goals are consistently met • Learn and maintain knowledge of client loyalty program guidelines • Meet client service-level and customer-satisfaction requirements • Serve as a resource for team questions and assistance • Conduct call, email, and chat calibration sessions with the supervisory team • Establish short-, mid-, and long-term performance goals with supervisory staff • Develop supervisor skillsets and prepare staff for future roles • Manage queue service levels and agent schedules • De-escalate customer situations through communication and problem-solving through resolution • Ensure adherence to company policies and procedures • Collaborate with internal and external customers and clients to identify and resolve trends and emerging issues • Build team morale through daily interaction with agents • Develop and deliver center activity reporting

🎯 Requirements

• Experience working in a small contact center and fast-moving growth environment • Advanced computer knowledge with high expertise in Microsoft Excel, Word, and PowerPoint • Ability to adapt to changes in work processes and the work environment • Strong multitasking and deadline management skills • Ability to make decisions quickly or under pressure • Advanced emotional intelligence and customer-centric service orientation • Excellent problem-solving ability and ability to teach/guide supervisory staff • Excellent verbal, written, and listening communication skills • Advanced accuracy and attention to detail • Excellent coaching and feedback delivery ability • Ability to evaluate multiple reports for trend patterns and make decisions from multiple data elements • Knowledge of workforce management teams and responsibilities in a contact center • At least 2 years of college; degree preferred • 4–6 years of related, relevant experience

🏖️ Benefits

• Flexible Time Off • Nine Company-Wide Holidays • A diverse suite of benefits prioritizing growth, development, and personal well-being • Flexible work environment with remote work • Periodic travel opportunities for team collaboration, customer engagements, training, and company events