Job Description

Description

Call Center Manager

Full-time

Omaha, NE, US

Exclusive confidential search - details shared with qualified applicants.

Become a Key Player as a Call Center Manager

You will lead and scale a fully remote call center operation, driving operational performance and exceptional customer experience. You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report insights to senior leadership. This is a Remote role supporting a distributed, multi-time-zone workforce.
Here's How You'll Make an Impact on the Team

Lead day-to-day operations of a fully remote call center (inbound, outbound, or blended)
Manage, coach, and develop remote supervisors and agents through virtual leadership and performance reviews
Monitor and drive key KPIs including service levels, call volume, AHT, QA scores, and customer satisfaction
Oversee scheduling, staffing, and productivity using workforce management tools
Implement virtual training, onboarding, and ongoing coaching programs
Analyze performance data to identify trends and drive continuous improvement
Ensure compliance with company policies and quality standards across all operations
Present performance insights and reports to senior leadership and collaborate cross-functionally to support scalable operations

Here's What You'll Need to Be Successful in This Role

Bachelor's degree in Business, Management, or related field (or equivalent experience)
Proven experience managing a remote or distributed call center team
Strong understanding of call center KPIs, QA processes, and workforce management
Experience using CRM systems and cloud-based call center platforms (VoIP, WFM, collaboration tools)
Excellent communication and leadership skills with the ability to manage across time zones

Here's What Else Might Help You Out

Experience managing global or multi-time-zone teams
Background in scaling or improving remote call center operations
Strong analytical mindset with experience driving performance improvement initiatives

Pay Range

$100,000 - $130,000
Ready to Make Your Mark?

This role may fill quickly. Submit your resume to be considered.

Apply with Pioneers here

Pay Range

$100,000.00 Annually to $130,000.00 Annually

Job Tags

Full time, Remote work

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