This job posting has expired
Expired on April 1, 2026
Contact Center Operations Manager
Job Description
The CRM / Contact Center Operations Manager is responsible for managing and optimizing the day-to-day operations of AGMC’s contact center across Dealership Operations, Mobility Services, and After Sales functions.
Responsibilities
- Manage daily contact center operations
- Own operational KPIs including Service Level, AHT, FCR
- Ensure workforce planning and scheduling
- Lead and develop Supervisors and Team Leaders
- Support handling of customer escalations
- Drive continuous improvement initiatives
- Define and maintain operational SOPs
Qualifications
- Bachelor’s degree in business, Operations Management, or related field preferred
- 7+ years of experience in contact center operations, with at least 5 years in a managerial role