Manager, Contact Center Operations

Kobie is a leading loyalty solutions provider, helping global brands build lasting emotional connections with their consumers. We are looking for a dedicated Manager of Contact Center Operations to join our fully remote team and drive excellence in customer service delivery.

Key responsibilities

• Manage client loyalty program guidelines and ensure all service level and customer satisfaction requirements are met.
• Conduct call, email, and chat calibration sessions to ensure consistency and reliability in agent interactions.
• Develop supervisor skillsets and establish clear performance goals to foster professional growth within the team.
• Analyze contact center trends and emerging issues to implement effective resolutions and improve overall performance.
• Oversee agent scheduling and queue management to ensure customer needs are met efficiently.

Requirements

• 4-6 years of relevant experience, preferably in a fast-moving contact center environment.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Strong emotional intelligence with a proven ability to de-escalate complex customer situations.
• Excellent coaching and feedback delivery skills to guide supervisory staff.
• Ability to evaluate multiple data reports to identify trends and make informed operational decisions.

What we offer

• A fully remote work environment that prioritizes work-life balance.
• Flexible Time Off policy to ensure you have time to recharge.
• Nine company-wide holidays per year.
• A diverse suite of benefits focused on your personal well-being and professional development.