Senior Manager, Customer Success Center

Caliber Collision · Lewisville

Service Center

CSCS TX

The Senior Manager, Contact Center Operations, is responsible for overseeing operational execution, sales and innovation at Caliber Collision. Our CST Excellence is the first step in creating an exceptional customer experience to earn lifetime promoters. You will work closely with internal and external partners to deliver operational consistency and inspire every teammate to reach their full potential.

Operational Execution

Demonstrate a strong ability to lead, develop, and inspire others to achieve success

Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.

Quarterly workforce planning using Workforce management

All long-term Staffing Needs; Recruiting and Retention

Partner with Field Operations and Strategic Accounts on improvement opportunities

Develop multi-year strategy for Caliber ‘s Customer Success Team and share across organization

Collaborate across business units to continue to innovate and deliver EBITDA growth

Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards.

Ability to lead and present operational results in Customer meetings and QBRs

BPO Management

Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance.

Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards.

Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner.

Strategy & Project Delivery

Develop multi-year roadmap for Contact Center innovation

Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.

Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.

Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.

Industry Experience

Stay abreast of industry trends, best practices, and emerging technologies within the contact center space.

Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation.

Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement.

Maintain relationships within industry to ensure best practices are implemented through

Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery.

Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty.

Qualifications:

Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred.

Dallas highly preferred

Some travel as required

Proven track record of leading, building and expanding global contact center operations.

Experience with Zoom. Observe AI and WFM highly preferred

Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.

Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement.

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.

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