Senior Operations Manager – Retail

About the role

The Senior Operations Manager leads a team of supervisors and contact‑center agents to deliver exceptional client service in a retail environment. You will shape a positive workplace, drive performance, and ensure compliance with business policies.

Key responsibilities

• Lead, coach, and develop Team Supervisors and contact‑center staff.
• Set and exceed client service goals, monitor production, quality, and performance metrics.
• Analyze call‑list data, adjust programs, and implement process improvements.
• Conduct performance appraisals, provide feedback, and manage rewards and recognition.
• Maintain client relationships, understand cost strategies, and contribute to budget management.
• Oversee quality monitoring sessions and ensure adherence to policies and procedures.
• Collaborate with Training, Recruiting, HR, IT and other internal teams.

Required profile

• Proven experience leading large contact‑center teams.
• Strong ability to motivate, mentor, and improve employee engagement.
• Excellent problem‑solving skills and focus on compliance.
• Ability to analyze data and drive operational efficiencies.

Required skills

What we offer

• Opportunity to lead a high‑performing retail contact‑center team.
• Collaborative environment with cross‑functional support.
• Competitive compensation and benefits package.