Related skills
workforce management quality assurance google workspace performance management contact center technologies📋 Description
- Lead frontline and escalation teams to deliver service at scale.
- Own performance on service levels, quality, CSAT, and productivity.
- Guide complex customer and provider escalations.
- Partner with WFM, Training, Product, and Engineering to improve ops.
- Analyze data to identify improvements and corrective actions.
- Lead post-incident reviews and drive continuous improvement.
🎯 Requirements
- 5+ years in leadership in customer service, contact center, or ops.
- Experience leading supervisors and developing high-performing teams.
- Customer-first mindset; excels under pressure in fast-paced environments.
- Strong analytical skills; able to use data to drive decisions.
- Proven ability to implement process improvements and drive results.
- Proficiency with Google Workspace and contact center tech; WFM/QA metrics a plus.
🎁 Benefits
- Remote-first company with US-wide flexibility.
- Equal opportunity employer; diverse and inclusive.
- Collaborative culture with growth opportunities.
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