Senior Manager, Contact Center Operations & Strategy - job 1 of 2

The Senior Manager, Contact Center Operations & Strategy at Jerry is responsible for leading and optimizing our contact center teams, managing both onshore and offshore teams of around 50 agents. This role focuses on enhancing customer experience, improving operational efficiency through workflow optimization, and evaluating current systems to drive team performance. Additionally, the Senior Manager sets ambitious goals, holds teams accountable, and maintains a high-performance culture while leveraging automation and GenAI technologies.

Candidates for the Senior Manager, Contact Center Operations & Strategy position at Jerry should have extensive experience managing a team of over 50 inbound contact center agents in a fast-paced, high-volume environment. A proven track record of driving performance through first-line managers, alongside strong process improvement skills, is essential. Additionally, ideal candidates are problem solvers who continuously seek excellence and can communicate effectively across different hierarchical levels.

As a Senior Manager, Contact Center Operations & Strategy at Jerry, you'll play a crucial role in scaling our operations to support our ambitious growth objectives, including expanding our customer base from 5 million to 50 million. By optimizing workflows, enhancing training programs, and driving performance improvements, you will directly influence key metrics such as operational cost per customer and customer satisfaction, essential for becoming a $5 billion business in the upcoming years.

In the Senior Manager, Contact Center Operations & Strategy role at Jerry, you'll work with advanced technologies, including omni-channel communication solutions and automation systems like GenAI chatbots and voicebots. Your responsibilities will include evaluating current systems to enhance service delivery and partnering with automation teams to reduce query volume and enhance customer interactions, ensuring a seamless experience for our growing customer base.

Jerry prides itself on maintaining a talent-dense, innovative culture where team members are encouraged to push boundaries and achieve excellence. The environment is collaborative and supportive, with a focus on performance management, effective communication, and continuous improvement. As a Senior Manager, you will be immersed in a culture that values individual contributions and empowers you to make substantial impacts on both the team and the wider company vision.

When answering this question, highlight specific strategies you've implemented to manage performance effectively. Discuss your management style, emphasizing how you motivate teams, set objectives, and ascertain that targets are met. Mention any relevant metrics from your past experience that demonstrate improvement under your leadership.

Provide examples of processes you have optimized or training programs you’ve enhanced. Talk about specific metrics that improved due to your actions, such as reduction in handling time or improved customer satisfaction scores. This shows that you not only understand the metrics but can strategically influence them.

Discuss your understanding of automation tools, including chatbots and AI systems. Give examples of how you’ve successfully implemented these technologies to streamline operations and improve customer interactions. Highlight the balance between automation and maintaining a personal customer experience.

Address how you approach conflict resolution by prioritizing open communication and fostering a supportive environment. Share an example where you successfully mediated conflict or turned a disagreement into a productive discussion, showcasing your leadership skills in promoting teamwork.

Detail your approach towards creating comprehensive onboarding plans that set new hires up for success. Talk about how you adapt training materials to fit the team’s unique needs and ensure readiness assessments prior to hands-on customer interactions, which will showcase your commitment to quality training.

Discuss your perspective on measuring customer satisfaction, such as using surveys or feedback forms. Elaborate on how you would implement necessary changes based on customer feedback and the proactive measures you would take to prevent service discrepancies, highlighting the importance of customer-centric strategies.

Share your approach to setting clear, measurable goals and the importance of regular communication. Discuss feedback loops and check-ins that keep the team informed and engaged, as well as how you recognize and reward top performers, fostering a culture of excellence and accountability.

Explain your focus on metrics such as operational cost per customer, speed of fulfillment, and customer satisfaction rates. Offer insight into how you've used these metrics to make data-driven decisions in previous roles and your commitment to performance excellence.

Provide a specific instance where you successfully implemented a significant change, whether a new technology or process. Discuss the steps you took to ensure smooth transition, staff engagement, and the overall impact on operations, showing your capacity for change management.

Talk about the resources you utilize to keep up with the contact center industry, such as attending webinars, participating in forums, or reading industry publications. This conveys your commitment to ongoing professional development and your eagerness to apply new knowledge to improve operational strategies.