Jerry

Compensation

Full Description

Description: • Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early • Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics • Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations • Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest • Diagnose performance issues at their root and develop action plans that improve inputs, not just outcomes • Work with product and engineering to identify and implement process improvements and system enhancements • Partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems Requirements: • 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment • Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance • Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes • Track record of driving performance by managing inputs, not just outcomes • Comfort working across onshore and offshore teams, ideally in a tech-forward environment • LinkedIn Profile URL required • Authorization to work in the U.S. or Canada (app asks) • Will you require visa sponsorship? (app asks) • Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating? (app asks) • Do you have a completed Bachelor's degree? (app asks) • Do you have at least 1 year of experience managing a contact center? (app asks) Benefits: • health, dental, and vision coverage • paid time off • paid parental leave • 401(K) plan with employer matching • wellness benefits • equity opportunities