Manager, Contact Center Operations

Does this position interest you? You should apply - even if you don''t match every single requirement! We''re known as an auto glass company. That''s the focus of what we do. But beyond the glass, we''re so much more. We''ll help you build a fulfilling career and encourage you to have a life. Let us be the best place you''ll ever work.The Contact Center Operations Manager is a critical role in leading the Contact Center Customer Service team. This key contributor leads, develops, and engages a team of leaders to drive exceptional performance for Safelite''s customers and clients. The Contact Center Operations Manager reports directly to the Director of Contact Center Operations. This virtual role is an afternoon and evening schedule; 12:00pm-9:00pm.What You''ll GetCompetitive weekly pay and bonus opportunities.A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.Up to $5,250 annually in tuition reimbursement.Paid training and all the tools and resources you''ll need to be successful.View all our health, wealth and life offerings at You''ll Do:Proactively communicates with the Director of Contact Center Operations on key account performance. Updates the leadership team with potential issues determines issue resolution.Analyzes trends and performance data to ensure superior customer satisfaction is delivered to all clients.Establishes and monitors supervisory team member''s performance against established goals and takes appropriate action when necessary. Ensures a safe and fun work environment.Executes various reporting and various operational management including schedules, associate documentation and coaching, client support and more.Ensures all contract requirements are met and develops an internal relationship with various Safelite teams to coordinate performance.Motivates, engages and develops leaders who create a high performing environment and makes Safelite the best place you''ll ever work.What You''ll Need:Bachelor''s degree in business administration or a related field required5+ years'' experience with leading and developing high performing teams1+ years'' experience with customer service or claims administrationAbility to lead people and achieve results through others & organize and manage multiple projectsExperience in assembling and leading high performing teamsLI-RECRUITERTAGInternal Associates: Already a member of the Safelite team? Apply through your Workday account by searching ''Find Open Jobs''.Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we''re proud to be an equal opportunity employer. Learn more at /Careers. Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

Created: 2025-09-06