Sr Manager Contact Center Operations

The Senior Manager, Contact Center Operations reports to the Vice President, Call Center and leads day-to-day execution of a scalable, multi-brand contact center operating model. This role works across brand and franchise operations teams and external BPO partners to improve service, conversion, quality, and franchise adoption of call center capabilities.This leader converts enterprise strategy into disciplined operating routines, brand-specific action plans, and measurable results. Success requires strong BPO management, analytical rigor, change leadership, and the ability to build trust with franchise owners while standardizing execution across diverse brands and markets.
Key Responsibilities

Manage multi-brand contact center operations delivered through external BPO partners, ensuring execution aligns with enterprise standards and brand requirements.
Build strong relationships with brand leaders, franchise business coaches, franchise owners, Marketing, and Operations to increase adoption and effective use of call center services.
Translate the enterprise contact center playbook into brand-level launch, onboarding, training, communication, and performance-improvement plans.
Lead BPO governance, including operating reviews, scorecards, service-level performance, quality, staffing, forecasting, escalation management, and corrective-action plans.
Monitor KPIs such as answer rate, abandonment, service level, quality, conversion, booking rate, average handle time, cost per contact, and customer satisfaction.
Use performance data and franchise feedback to identify gaps, prioritize improvements, and recommend changes to scripts, routing, staffing, training, and workflows.
Coordinate seasonal readiness, demand planning, new-brand onboarding, campaign support, and implementation of new processes or technologies with BPO and internal partners.
Create clear reporting and business reviews for leadership, brand teams, and franchise stakeholders, highlighting results, risks, adoption barriers, and required actions.
Ensure customer interactions, processes, and partner practices meet quality, privacy, compliance, and brand standards.
Support budget management, vendor invoicing, capacity planning, and continuous-improvement initiatives that increase value for franchise owners and customers.

Qualifications
The Senior Manager, Contact Center Operations brings hands-on experience managing outsourced contact center performance and driving adoption across a complex, multi-stakeholder organization.

5+ years of progressive contact center operations experience, including direct management of external BPO partners.
Demonstrated success operating across multiple brands, business units, locations, or franchise systems.
Strong knowledge of contact center operations, workforce planning, quality assurance, performance management, and vendor governance.
Proficiency using reporting and analytics to improve SLAs, quality, conversion, customer experience, productivity, and cost.
Experience leading onboarding, training, communications, and change-management programs that drive stakeholder adoption.
Strong relationship-building and influence skills with franchise owners, operators, brand leaders, and external partners.
Practical problem-solver who can manage multiple priorities, resolve escalations, and convert strategy into consistent execution.
Clear written and verbal communication, with the ability to present performance insights and recommendations to varied audiences.
Franchise, multi-location, home services, or consumer services experience preferred.
Bachelor’s degree required; equivalent relevant experience may be considered.