Manager, Business Process Transactions

Key Responsibilities

• Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments
• Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities
• Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes
• Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements
• Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth
• Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness
• Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives
• Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhance customer experience, and increase operational consistency across accounts
• Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-selling opportunities, and ensuring effective resource utilization

Qualifications

• Bachelor’s degree (Business, Technology, or related field preferred)
• 9+ years of contact center leadership experience
• 10+ years in a leadership role managing teams
• Experience in multi-channel support environments and contact center technologies

Top 5 Core Competencies

• Operational Excellence & KPI Management: Strong ability to manage SLAs, AHT, quality, and productivity metrics; uses data insights to drive decision-making and continuous improvement
• Leadership & People Development: Builds high-performing teams through coaching, mentoring, and performance management; drives accountability while fostering engagement and retention
• Customer Experience & Service Delivery: Focus on improving end-to-end customer journeys and satisfaction outcomes; translates customer feedback into actionable improvements
• Workforce & Resource Optimization: Aligns staffing models to forecasted demand applying consideration to margin; maximizes efficiency through balancing performance to goal perimeter
• Strategic Thinking & Continuous Improvement: Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements; identifies opportunities for process improvement, automation, and innovation; drives initiatives that enhance quality, efficiency, and cost effectiveness