Job Overview
We are seeking an experienced Contact Center Manager to lead and manage our outsourced contact center partner while also heading our internal Level 2 (L2) support team. This hybrid role requires a strong focus on vendor management, operational excellence, and the delivery of high-quality customer experiences. The ideal candidate will have significant expertise in managing outsourced teams, driving contact center quality initiatives, and handling complex escalations according to ITIL best practices.

Qualifications and job requirements:

• 6 - 8+ years of experience in contact center management, including direct vendor (BPO) relationship ownership.
• Proven track record in driving contact center quality management initiatives (e.g., QA programs, coaching, calibration sessions).
• Deep understanding of CRM systems (e.g., Salesforce, Zendesk, ServiceNow) and contact center technologies (telephony, IVR, omnichannel platforms).
• Strong knowledge of ITIL frameworks, including incident, problem, and change management processes.
• Exceptional leadership, coaching, and people management skills across both outsourced and internal teams.
• Strong analytical and reporting skills, with the ability to translate data and quality insights into actionable improvements.
• Excellent communication and stakeholder management abilities in a cross-functional, fast-paced environment

Key Responsibilities:
 

• Act as the key client-side leader for our outsourced contact center, ensuring all contractual KPIs, SLAs, and customer satisfaction targets are consistently met.
• Drive contact center quality improvement initiatives, collaborating with the vendor's QA, training, and operations teams.
• Conduct performance reviews, audits, and quality assessments to ensure adherence to service standards and regulatory compliance.
• Provide leadership and support to vendor partners on service delivery improvements, customer experience strategies, and process optimizations.
• Foster a culture of continuous improvement, focusing on enhancing first-contact resolution rates and reducing repeat contacts.

 

• Lead and mentor the internal L2 team responsible for resolving complex, technical, or high-risk customer issues escalated from the contact center.
• Ensure prompt, effective, and customer-centric resolution of escalations, partnering with internal teams (Product, Engineering, Legal) as needed.
• Analyze escalation trends and root causes to reduce future escalations and improve processes at both the L1 (outsourced) and L2 (internal) levels.

 

• Utilize data, customer feedback, and quality monitoring results to identify improvement opportunities within L1 and L2 operations.
• Enhance workflows and escalation procedures based on ITIL frameworks and industry best practices.
• Collaborate with Quality Assurance, Training, and Workforce Management to ensure vendors and internal teams consistently deliver a high-quality customer experience.

 

• Prepare regular reports on vendor performance, quality metrics, and escalation trends for senior leadership.
• Act as the key interface between outsourced teams, internal stakeholders, and executive leadership to ensure alignment on operational objectives and customer experience goals.