Senior Call Center Manager

2020 Companies · Chicago

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Overview:

2020 Companies is now hiring a Senior Call Center Manager

2020 Companies is seeking an experienced, people-focused Senior Call Center Manager to lead our Field and Retail Operations Support (FROST) and Quality Assurance teams.

This position oversees a unique internal support environment where our field representatives serve as our primary customers. The FROST team provides real-time assistance to field representatives, supports accurate project execution, validates field documentation, and helps resolve issues before representatives leave retail locations. The Quality Assurance team provides an additional layer of quality assurance, validating completed work, identifying discrepancies, and ensuring execution meets established project and client requirements.

The Senior Call Center Manager will be responsible for building a high-performing, service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement.

Working directly with the Director of Account Management, this leader will help develop and implement performance KPIs, standardized processes, operating procedures, reporting frameworks, and continuous improvement initiatives.

The ideal candidate is an experienced contact center leader who combines strong operational discipline with a diplomatic, collaborative, and employee-centered leadership approach. This individual understands that accountability and empathy are not competing priorities, but essential components of an effective team.

Schedule: Ability to work CST hours preferred

Our 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

Job Description:

Key Responsibilities

Team Leadership & Employee Development

• Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams
• Establish clear performance expectations, individual accountability, and consistent coaching practices
• Foster a positive, respectful, and collaborative team environment where employees feel supported, heard, and empowered to succeed
• Lead with diplomacy, emotional intelligence, transparency, and a solutions-oriented mindset
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team development discussions
• Identify individual strengths, development opportunities, and potential career growth paths
• Address performance concerns constructively, balancing accountability with appropriate training, resources, and support
• Promote open communication and actively solicit employee feedback to identify operational challenges and improvement opportunities
• Support effective staffing, scheduling, workload distribution, and coverage across operational shifts and active projects

Contact Center Operations & Performance Management

• Oversee daily FROST support operations, ensuring timely, accurate, and professional assistance to field representatives
• Establish and maintain operational standards for call handling, availability, adherence, responsiveness, and issue resolution
• Partner with the Director of Account Management to develop, implement, and refine individual and team KPI scorecards
• Monitor contact center performance metrics, including:
  • Schedule Adherence
  • First Call Resolution (FCR)
  • Average Handle Time (AHT) / Call Length
  • Average Speed of Answer (ASA)
  • Service Level / Response Time
  • Call Quality and Documentation Accuracy
  • Escalation Rates
  • Productivity and Workload Distribution
• Evaluate performance trends and develop coaching plans or operational improvements to address gaps
• Ensure efficiency metrics are balanced with resolution quality, field representative experience, and overall execution accuracy
• Establish appropriate performance targets and reporting cadences based on operational needs and available baseline data
• Identify staffing, scheduling, and workflow opportunities to improve coverage and service delivery

FROST Operations & Field Support

• Oversee FROST operations supporting field representatives throughout retail project execution
• Ensure representatives receive accurate, timely guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshooting
• Establish consistent procedures for live visit validation, corrective action, documentation, and escalation
• Promote first-contact resolution and real-time issue correction whenever practical, reducing unnecessary revisits and downstream rework
• Ensure FROST agents maintain the project knowledge and training necessary to support multiple active programs
• Support the development of project-specific subject matter experts and escalation resources to improve consistency and knowledge sharing
• Establish clear expectations for identifying, documenting, and communicating recurring execution issues and emerging trends
• Collaborate with Account Managers, Project Coordinators, Training, and Field Leadership to resolve execution challenges and improve operational effectiveness

Quality Assurance Oversight

• Lead the Quality Assurance team in maintaining consistent, accurate, and timely quality reviews across supported projects
• Establish quality standards for survey validation, photo review, compliance classification, documentation, and defect identification
• Ensure audit findings accurately reflect project scope, client requirements, and established execution standards
• Develop consistent audit criteria, quality calibration practices, and performance reporting
• Identify recurring errors, quality trends, and process gaps that contribute to rework, inaccurate reporting, or client dissatisfaction
• Partner with FROST, Training, Account Management, and Project Coordination to address root causes and implement corrective actions
• Support the continued evolution of the Audit function toward a proactive Quality Assurance model that identifies and prevents defects earlier in the execution process
• Evaluate opportunities for dedicated quality assurance coverage on large, complex, or high-priority programs

KPI Development, Process Improvement & Operational Strategy

• Work directly with the Director of Account Management to develop and implement a comprehensive performance management framework for both FROST and QA
• Establish measurable individual and team objectives aligned with service quality, operational efficiency, accuracy, and client expectations
• Create, document, and implement standardized operating procedures, workflows, escalation protocols, and quality controls
• Identify opportunities to streamline processes, eliminate unnecessary administrative work, and improve operational consistency
• Develop dashboards and reporting tools that provide visibility into team performance, service trends, quality results, and improvement opportunities
• Use performance data, employee feedback, and operational observations to recommend sustainable process improvements
• Lead change management efforts associated with new tools, procedures, performance expectations, and organizational initiatives
• Ensure new processes are communicated clearly, supported by appropriate training, and evaluated for effectiveness after implementation
• Collaborate with leadership to establish realistic performance benchmarks and continuously refine KPIs as the operation evolves

Cross-Functional Collaboration & Communication

• Serve as a key operational partner to Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics / Information Systems
• Maintain clear communication channels and defined responsibilities between FROST, QA and other departments
• Partner with Account Managers to ensure field execution concerns and quality trends are surfaced promptly and appropriately
• Establish consistent escalation procedures while maintaining clear ownership of client-facing decisions and project scope
• Participate in operational reviews, leadership meetings, and continuous improvement initiatives
• Provide the Director of Account Management with regular updates on performance, staffing, risks, process improvements, and employee development

Qualifications

Required

• 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
• Experience overseeing quality assurance, audit, or compliance-related operations
• Familiarity with workforce management, call monitoring, and contact center reporting systems
• Experience supporting retail merchandising, field services, or distributed workforce operations
• Experience developing KPI scorecards, coaching frameworks, and quality calibration programs
• Familiarity with Salesforce, operational dashboards, or workflow management platforms

Key Performance Indicators & Success Measures

Success in this position will be measured through a balanced combination of operational performance, execution quality, employee development, and continuous improvement.

1. Contact Center Performance & Service Delivery

• Schedule adherence and operational coverage
• First call resolution and effective issue handling
• Average handle time and response efficiency
• Service level attainment and responsiveness
• Timely and appropriate escalations

2. Execution Quality & Audit Accuracy

• Accuracy of field visit validation and compliance classifications
• Audit accuracy and consistency
• Reduction in preventable errors and repeat issues
• Timely identification and correction of execution discrepancies
• Improvement in downstream reporting accuracy and reduction of avoidable rework

3. Employee Leadership & Team Development

• Employee engagement, retention, and team morale
• Consistency and effectiveness of individual coaching and development
• Timely and constructive performance feedback
• Demonstrated improvement in individual and team performance
• Employee confidence in leadership, communication, and available support

4. Process Improvement & Operational Excellence

• Successful development and implementation of KPIs, SOPs, and operational improvements
• Measurable improvements in efficiency, quality, and consistency
• Reduction in recurring operational issues and process-related errors
• Effective adoption of new workflows and performance standards

5. Cross-Functional Partnership & Communication

• Effective collaboration with Account Management, Training, Field Operations, and other departments
• Timely identification and communication of operational risks
• Clear accountability and consistent escalation practices
• Positive internal stakeholder feedback and improved field representative support experience

Leadership Expectations

At 2020 Companies, we believe strong operational performance begins with strong leadership.

The Senior Call Center Manager is expected to create an environment where employees understand what is expected of them, have the tools and training needed to succeed, and receive meaningful coaching and recognition for their contributions.

This leader must demonstrate the ability to hold individuals accountable while remaining approachable, fair, diplomatic, and respectful. Performance challenges should be addressed thoughtfully, with an emphasis on identifying root causes, removing obstacles, and helping employees improve.

We are seeking a leader who values people as much as performance, encourages collaboration over blame, and recognizes that sustainable results are achieved by developing capable, engaged, and accountable teams.

What Success Looks Like

Within the first 90 days, the Senior Call Center Manager will have developed a clear understanding of FROST and Audit operations, established relationships with team members and key stakeholders, assessed existing workflows and performance reporting, and partnered with the Director, Account Management to identify priorities for improvement.

Over time, success will be demonstrated through clearly defined performance expectations, reliable KPI reporting, improved service responsiveness, stronger quality assurance, reduced operational rework, and a team culture built on trust, accountability, collaboration, and continuous improvement.

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.

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