Remote Sr Manager, Call Center Operations bei Zerorez Inc

Description

Zerorez®, an industry leader in revolutionary carpet and surface cleaning services, is seeking a highly analytical and results-oriented Senior Manager of Call Center Operations to lead our national call center strategy. This remote position plays a critical role in driving performance across our call center teams through effective reporting, budget oversight, and KPI alignment. The ideal candidate will bring deep experience in operations leadership, a strong grasp of workforce analytics, and a passion for optimizing the customer experience.

Key Responsibilities:

KPI & Performance Management:

· Develop and manage KPI frameworks for call center managers, including service level adherence, call quality, average handle time, conversion rates, etc.

· Lead weekly and monthly performance reviews with actionable insights to drive improvements.

· Build a culture of accountability by aligning daily performance with organizational goals.

· Model exemplary attendance and punctuality standards; set the tone for reliability and accountability across the entire call center.

· Foster a safe, healthy, and inclusive work environment by upholding all company policies related to workplace safety and harassment prevention.

Reporting & Data Management:

· Deliver executive-ready reporting packages with clear insights, recommendations, and follow-up strategies.

· Partner with IT and systems teams to improve data visibility and reporting automation.

Budget & Financial Oversight:

· Create and manage the call center budget, including staffing, training, tools, and technology investments.

· Track and report financial performance, proactively identifying cost-saving opportunities without compromising service.

· Work cross-functionally with Finance to ensure accuracy in forecasting and spending controls.

Leadership & Development:

· Lead, coach, and support a team of call center managers and supervisors in a fully remote environment.

· Conduct regular 1:1s, performance reviews, and team development plans to drive team growth and engagement.

· Champion the Zerorez® values in every aspect of call center leadership and communication.

Process & Operational Improvement:

· Continuously evaluate call center processes and recommend improvements in efficiency and effectiveness.

· Support onboarding, training, and quality assurance programs to ensure a consistently exceptional customer experience.

· Identify opportunities for innovation through tools, scripts, scheduling strategies, and escalation protocols.

Requirements

Qualifications:

· Bachelor’s degree in Business, Operations, Communications, or related field (Master’s degree preferred).

· 5+ years of experience in call center operations, including 2+ years in a leadership or senior management role.

· Proven ability to develop reporting systems and leverage analytics to drive performance.

· Strong financial acumen and experience managing budgets.

· Proficiency with reporting and CRM tools such as Salesforce, RingCentral, Five9, Power BI, Bright Pattern.

· Excellent communication and team leadership skills.

· Comfortable leading in a remote-first environment.

Preferred Experience:

· Experience in service-based, franchise, or multi-location organizations.

· Familiarity with Zerorez® systems or customer service platforms.

· Training or certification in process improvement methodologies.