Job Description:About The Role:We are seeking an experienced
Manager, Contact Center Operations to lead day-to-day customer support center operations within a complex, multi-account delivery environment.
This role will lead teams of Associate Managers, analysts, and contact center professionals, with accountability for service-level performance, quality, productivity, customer experience, workforce utilization, and continuous improvement.
Working closely with Contact Center Operations leadership and cross-functional partners, you will translate business and client priorities into effective operational execution. You will help ensure teams consistently meet performance objectives while identifying opportunities to improve processes, leverage technology, and enhance the customer experience.
The ideal candidate is a hands-on operational leader who combines strong people leadership with analytical problem-solving and a continuous improvement mindset. You will play an important role in driving consistent execution, developing talent, and supporting the adoption of automation and AI-enabled solutions across the contact center.
What You'll DoManage Operational Performance- Lead day-to-day contact center operations and ensure performance against SLAs, KPIs, quality standards, productivity targets, and customer experience objectives.
- Monitor operational performance and use data and reporting to identify trends, risks, and opportunities for improvement.
- Establish clear expectations and accountability for team performance.
- Conduct regular performance reviews and implement action plans to address performance gaps.
- Ensure consistent execution of client requirements, operational procedures, and business priorities.
Lead and Develop Teams- Directly manage Associate Managers, analysts, and/or other contact center team members.
- Coach and develop leaders to improve employee performance, engagement, and retention.
- Build a culture of accountability, collaboration, customer focus, and continuous improvement.
- Identify development opportunities and support talent and succession planning.
- Recognize high performance and address performance issues in a timely and effective manner.
Drive Process Improvement- Identify opportunities to improve contact center processes, workflows, quality, and productivity.
- Use root-cause analysis to identify and resolve recurring operational and customer experience issues.
- Implement process improvements that increase efficiency, consistency, and service quality.
- Share and adopt best practices across teams and delivery locations.
- Support continuous improvement initiatives using structured methodologies and data-driven approaches.
Support Workforce and Resource Optimization- Partner with the Workforce Management Manager to align staffing and scheduling with customer demand and operational requirements.
- Monitor staffing, capacity, utilization, productivity, and service-level performance.
- Identify opportunities to improve resource utilization while maintaining customer and quality objectives.
- Support forecasting, capacity planning, and operational planning activities.
Improve Customer Experience- Monitor customer experience metrics, quality results, feedback, and operational trends.
- Identify root causes of customer issues and implement appropriate corrective actions.
- Drive improvements in customer satisfaction, first-contact resolution, quality, and overall service experience.
- Ensure teams understand how operational performance directly impacts the customer.
Collaborate Across Teams- Partner with Contact Center Operations leadership to execute operational priorities and account objectives.
- Work closely with Workforce Management, Quality, Training, Technology, Finance, HR, and other functional teams.
- Collaborate with client and internal stakeholders to resolve operational issues and improve service delivery.
- Support consistency and best-practice sharing across the Americas, Canada, Costa Rica, and the Philippines.
- Communicate operational performance, challenges, and improvement opportunities clearly to leadership.
Maintain Compliance & Operational Controls- Ensure teams follow client, regulatory, contractual, and internal policies and procedures.
- Maintain strong quality and operational controls within the contact center.
- Support audits, compliance reviews, and remediation activities as required.
- Promote a culture of quality, risk awareness, and operational discipline.
What You'll BringRequired Qualifications- Bachelor's degree in Business, Technology, Operations, or a related field, or equivalent professional experience.
- Must be legally authorized to work in the United States without current or future employer sponsorship.
- 10+ years of contact center, BPO, or BPS experience, including significant people leadership experience.
- 5+ years of experience managing contact center operations, preferably in a BPO/BPS environment.
- Demonstrated experience managing managers, team leaders, or other operational leadership roles.
- Strong understanding of contact center KPIs, including SLAs, AHT, quality, productivity, customer satisfaction, and service-level performance.
- Experience working in multi-channel customer support environments and with contact center technologies.
- Experience working in regulated or compliance-driven environments.
- Strong analytical, problem-solving, communication, and decision-making skills.
- Demonstrated experience implementing process improvements and driving operational performance.
Preferred Qualifications- Experience supporting Financial Services or Life & Annuity insurance operations.
- Experience working across multiple accounts, sites, or geographic locations.
- Experience with Workforce Management and capacity planning.
- Familiarity with contact center automation, AI, analytics, and digital technologies.
- Experience with Lean, Six Sigma, or other continuous improvement methodologies.
- Experience working with global delivery teams.
What Success Looks LikeOperational Excellence- Consistently meets or exceeds SLA, KPI, quality, and productivity objectives.
- Uses operational data to identify issues early and drive timely corrective action.
- Maintains strong execution and accountability across teams.
People Leadership- Develops capable, engaged, and high-performing teams.
- Coaches managers and employees to achieve performance and development goals.
- Builds a culture of accountability, collaboration, and continuous improvement.
Customer Experience- Improves customer satisfaction, quality, and first-contact resolution.
- Uses customer feedback and operational insights to address root causes.
- Ensures teams remain focused on delivering a positive customer experience.
Workforce & Resource Management- Effectively aligns staffing and capacity with business demand.
- Partners with Workforce Management to optimize utilization and service levels.
- Balances operational requirements with productivity and cost objectives.
Continuous Improvement & Innovation- Identifies and implements practical improvements to processes and workflows.
- Supports the adoption of automation, AI, and technology solutions.
- Measures results and uses lessons learned to drive ongoing improvement.
Compliance & Quality- Maintains adherence to regulatory, client, contractual, and internal requirements.
- Promotes strong quality and risk-management practices.
- Ensures operational controls are consistently followed.
At DXC, you'll have the opportunity to lead teams at the intersection of
technology, insurance, customer experience, and AI-driven transformation.
You'll work with experienced global teams and leading insurers to improve critical business operations, develop high-performing teams, and deliver meaningful outcomes for customers.
This is an opportunity to make a direct impact on operational performance while building your leadership experience within a global technology and insurance organization.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
