Senior Manager, Contact Center Operations & Strategy - job 1 of 3

As the Senior Manager, Contact Center Operations & Strategy at Jerry, your responsibilities include managing both onshore and offshore teams of contact center agents, optimizing workflows, evaluating operational tools, and enhancing overall customer experience. You'll be instrumental in setting ambitious targets, developing training programs, and leveraging GenAI technologies to drive efficiency and satisfaction in customer interactions.

To excel as a Senior Manager, Contact Center Operations & Strategy at Jerry, candidates should have substantial experience managing teams of 50+ inbound contact center agents in high-volume environments. A proven ability to improve processes, train effectively, and drive performance is essential. Ideal candidates will possess strong problem-solving skills, be comfortable engaging with stakeholders at all levels, and have a passion for customer service.

At Jerry, we pride ourselves on fostering a talent-dense environment where your career growth is a priority! As a Senior Manager, you will collaborate with some of the brightest minds in the industry, and your contributions will directly influence the company’s trajectory. We encourage continuous learning and professional development, allowing you to expand your skill set and advance your career seamlessly.

In your role as Senior Manager, Contact Center Operations & Strategy at Jerry, you will focus on enhancing three critical metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Your leadership will help optimize processes and drive the performance needed to support our ambitious growth goals.

The culture at Jerry is supportive, innovative, and fast-paced. As a Senior Manager, you will be part of a high-performance team that values collaboration, accountability, and pushing the envelope. We celebrate curiosity and a problem-solving mindset, and we are committed to creating an inclusive workplace where everyone can thrive.

In managing a high-performance team, it's crucial to set clear, ambitious goals and provide the resources necessary for growth. Regular feedback and recognition are key; I believe in fostering an open environment where team members feel valued and motivated to exceed goals. Creating a culture of accountability with training and development programs will also drive performance.

My experience managing both onshore and offshore teams has taught me the importance of clear communication and cultural sensitivity. I have implemented structured processes that allow for seamless collaboration, ensuring all team members are aligned with our objectives regardless of location. Regular check-ins and leveraging technology have been fundamental in fostering team unity.

To improve customer satisfaction, I’ve utilized a combination of technology and hands-on training. Implementing advanced tools for tracking customer interactions and feedback helps us identify problem areas swiftly. Moreover, training teams on empathy and effective problem-solving skills ensures our agents can resolve issues efficiently, elevating the customer experience overall.

Workflow optimization begins with identifying bottlenecks through data analytics and feedback from agents. I advocate for cross-training team members, which not only enhances their skills but also provides flexibility in handling daily tasks. Continually evaluating processes, gathering insights, and being willing to adapt as necessary are essential for effective optimization.

Automation is crucial in enhancing efficiency in a contact center environment. I’ve led initiatives to integrate chatbots and automated response systems that handle routine queries, allowing human agents to focus on more complex issues. This balance between automation and human interaction is key to improving operational metrics while ensuring a personalized customer experience.

Addressing underperformance begins with understanding the root cause. I prefer a constructive approach—engaging in one-on-one discussions to provide feedback and identify performance barriers. Creating an action plan together demonstrates my commitment to their success, and if necessary, we can explore additional training or reassignment to better fit their skills.

Absolutely! One project that stands out was the implementation of a new CRM system. By collaborating with various stakeholders, I ensured seamless integration with existing processes. This resulted in a 30% improvement in first-call resolution rates. Continuous training and support played a significant role in the project's success, highlighting the importance of team involvement.

I've worked extensively with key performance metrics such as Average Handling Time, First Call Resolution, and Customer Satisfaction Score. Understanding these metrics empowers me to identify trends, set realistic targets, and motivate teams to achieve and exceed them. Transparency about performance helps foster a motivated culture where success is celebrated and learning opportunities are identified.

To ensure consistent training and onboarding, I develop a comprehensive training curriculum tailored for both onshore and offshore agents. This includes structured onboarding sessions, ongoing training modules, and using real-case scenarios for practice. I also gather feedback from new hires to continuously improve the training process, ensuring it meets the changing needs of the business.

I believe I would be a great fit for Jerry due to my extensive experience in managing large contact center teams and my passion for leveraging technology to drive performance. My strategic mindset, coupled with a keen focus on customer satisfaction and operational efficiency, aligns perfectly with Jerry’s ambition to revolutionize customer experience in the automotive space.