Senior Manager - Contact Center Operations

Who are we? At OKIN Process, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes. Job Description: Job Type: Salary Pay: $70-80K annually (depending on experience) Work Location: On-site in our San Antonio office Summary: OKIN Process is seeking a highly experienced Senior Manager to lead complex contact center programs. This role requires a strong operational leader with deep contact center expertise, proven experience managing large teams and multi-channel environments, and the ability to drive performance, efficiency, and customer satisfaction. Experience in telecommunications is a strong plus. Responsibilities include: Provide strategic and operational leadership for large-scale contact center programs (inbound, outbound, and digital channels). Manage and develop senior leaders, managers, and cross-functional teams across multiple sites or virtual environments. Own key performance metrics including SLA, AHT, CSAT, NPS, quality, productivity, and cost efficiency. Partner with Workforce Management, Quality, Training, IT, and HR to ensure operational excellence and scalability. Lead transformation initiatives including process improvement, technology adoption, and automation. Drive continuous improvement through data analysis, root cause identification, and corrective action planning. Ensure compliance with regulatory, contractual, and company standards. Manage budgets, forecasts, and resource planning for large operational programs. Act as a senior stakeholder interface for internal leadership and external clients/partners. Champion employee engagement, retention, and leadership development initiatives. Requirements Required Qualifications: 5+ years of progressive leadership experience in contact center operations. Proven experience managing large contact center programs (50+gents and/or multi-site operations). Strong knowledge of contact center KPIs, workforce planning, and performance management. Demonstrated ability to lead change and scale operations in fast-paced environments. Excellent analytical, communication, and executive presentation skills. Experience managing remote and hybrid contact center models. Preferred Qualifications: Experience in telecommunications or related industries strongly preferred. Exposure to large BPO or outsourced contact center environments. Experience with omnichannel platforms, CRM systems, and contact center technologies (e.g., IVR, ACD, WFM tools). Six Sigma, Lean, or other operational excellence certifications a plus. This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!

Created: 2026-03-10