Senior Call Center Manager

🔥 47 minutes ago

🌽 Illinois, Minnesota – Remote

🌽 Illinois – Remote ❄️ Minnesota – Remote

⏰ Full Time

🟠 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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2020 Companies

WebsiteLinkedInAll Job Openings

10,000+ employees

🤝 B2B

📣 Marketing

B2B • Marketing

2020 Companies is one of the premier outsourced sales and marketing agencies in the United States. With over 31 years of experience, the company is dedicated to elevating consumers, team members, and clients through innovative marketing strategies. They specialize in product demonstrations, training, assisted sales, merchandising, staffing, and consumer engagement, among other services. 2020 Companies partners with brands of all sizes to navigate challenges and achieve business goals, consistently delivering impressive results, including over 25 million in-person impressions annually and nearly $10 billion in client revenue.

📋 Description

• Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams • Establish performance expectations, accountability, coaching practices, operational standards, and reporting cadences • Conduct one-on-one meetings, performance reviews, coaching sessions, and team development discussions • Support staffing, scheduling, workload distribution, and coverage across operational shifts and active projects • Oversee daily FROST support operations and assistance to field representatives throughout retail project execution • Ensure accurate guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshooting • Establish procedures for live visit validation, corrective action, documentation, escalation, and first-contact resolution • Lead Quality Assurance operations, including survey validation, photo review, compliance classification, documentation, defect identification, audit criteria, and quality calibration • Identify recurring errors, quality trends, process gaps, execution discrepancies, and root causes; implement corrective actions • Develop and implement KPI scorecards, standardized operating procedures, workflows, escalation protocols, quality controls, dashboards, and reporting tools • Lead continuous improvement and change management initiatives • Collaborate with Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics / Information Systems • Provide the Director of Account Management with regular updates on performance, staffing, risks, process improvements, and employee development • Build a service-oriented operation balancing responsiveness, efficiency, accuracy, and employee engagement

🎯 Requirements

• 5+ years of experience in contact center operations, customer support operations, service delivery, or a related environment • 3+ years of people management experience, including coaching, performance management, and team development • Demonstrated experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levels • Experience developing or improving operational workflows, standard operating procedures, and performance reporting • Strong analytical skills with the ability to interpret operational data and translate findings into actionable improvements • Demonstrated ability to lead teams through change while maintaining engagement, accountability, and operational performance • Excellent interpersonal, written, and verbal communication skills • Strong organizational skills and the ability to manage competing priorities in a fast-paced environment • Proficiency with Microsoft Excel and performance reporting tools • Preferred: Experience leading internal service desk, field support, technical support, or multi-functional contact center teams • Preferred: Experience overseeing quality assurance, audit, or compliance-related operations • Preferred: Familiarity with workforce management, call monitoring, and contact center reporting systems • Preferred: Experience supporting retail merchandising, field services, or distributed workforce operations • Preferred: Experience developing KPI scorecards, coaching frameworks, and quality calibration programs • Preferred: Familiarity with Salesforce, operational dashboards, or workflow management platforms • Ability to work CST hours preferred

🏖️ Benefits

• Paid weekly • Work remotely from home • Health/Dental/Vision benefits • 401K Program with matching • Paid Time Off • Paid Holidays • Partial mobile reimbursement • Scholarship opportunities for employees and direct family members • Employee Assistance Program • Leadership Development Program • Employees' special pricing for multiple clients • Personal development opportunities • Professional stretch assignments • Long-term career pathing options