Manager, Contact Center Operations
Kobie · Indianapolis, IN · 3 wk ago
RemoteRemoteManagementFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Let's extract sections:
- Intro: "Join a National Top Workplace Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers. Join Us from Anywhere While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with: Flexible Time Off to recharge when needed Nine Company-Wide Holidays A diverse suite of benefits prioritizing your growth, development, and personal well-being Benefits Discover more about our perks and benefits here. Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role. Travel Requirements: As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role."
That's general company info, maybe "About the role"? Actually "About the role" would be description of role. The intro is more about company. Could be "About the role" or maybe we treat as "About the role"? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections have content.
We have:
- Responsibilities: bullet list after "In this role, you will provide day-to-day tactical management..." and then "How You Will Make An Impact" list.
- Requirements: "What You Need To Be Successful" list.
- Qualifications: "Education and Experience" section.
- Skills: maybe part of Requirements? Could separate.
- Benefits: they mention Flexible Time Off, Nine Company-Wide Holidays, A diverse suite of benefits prioritizing your growth, development, and personal well-being. Also earlier: "We understand the importance of work-life balance and support our team with: Flexible Time Off to recharge when needed Nine Company-Wide Holidays A diverse suite of benefits prioritizing your growth, development, and personal well-being". Also "Benefits Discover more about our perks and benefits here." So we have benefits content.
- Pay: Not mentioned. No salary. So we should NOT include Pay section.
- Schedule: Not mentioned explicitly. No schedule info. So omit.
- Travel Requirements: maybe could be part of Responsibilities or a separate section? Not in list of headings but we could include under Responsibilities or maybe a separate "Travel" but not required. Since only allowed headings are those listed, we should not create extra headings. So travel info could be placed under Responsibilities or maybe under About the role? Probably under Responsibilities as part of role expectations.
- Also there is "Are you an experienced contact center manager..." that's more like a call to action, could be part of About the role.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them into sections.
We must not include boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to cut out the EEO statement at the end (starting "We are fiercely committed..." etc). Also cut out "Ready to join us? If you’re ready to make an impact..." and "Apply today..." and the AI note. Also cut out "Benefits Discover more about our perks and benefits here." (maybe keep the benefits but not the link). Also cut out "Join a National Top Workplace Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation." That's substantive? It's about company; could be part of About the role. We'll keep.
We need to avoid repeating job title as heading. No job title given explicitly; but we can ignore.
Now structure:
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections have content.
We have:
- Responsibilities: bullet list after "In this role, you will provide day-to-day tactical management..." and then "How You Will Make An Impact" list.
- Requirements: "What You Need To Be Successful" list.
- Qualifications: "Education and Experience" section.
- Skills: maybe part of Requirements? Could separate.
- Benefits: they mention Flexible Time Off, Nine Company-Wide Holidays, A diverse suite of benefits prioritizing your growth, development, and personal well-being. Also earlier: "We understand the importance of work-life balance and support our team with: Flexible Time Off to recharge when needed Nine Company-Wide Holidays A diverse suite of benefits prioritizing your growth, development, and personal well-being". Also "Benefits Discover more about our perks and benefits here." So we have benefits content.
- Pay: Not mentioned. No salary. So we should NOT include Pay section.
- Schedule: Not mentioned explicitly. No schedule info. So omit.
- Travel Requirements: maybe could be part of Responsibilities or a separate section? Not in list of headings but we could include under Responsibilities or maybe a separate "Travel" but not required. Since only allowed headings are those listed, we should not create extra headings. So travel info could be placed under Responsibilities or maybe under About the role? Probably under Responsibilities as part of role expectations.
- Also there is "Are you an experienced contact center manager..." that's more like a call to action, could be part of About the role.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them into sections.
We must not include boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to cut out the EEO statement at the end (starting "We are fiercely committed..." etc). Also cut out "Ready to join us? If you’re ready to make an impact..." and "Apply today..." and the AI note. Also cut out "Benefits Discover more about our perks and benefits here." (maybe keep the benefits but not the link). Also cut out "Join a National Top Workplace Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation." That's substantive? It's about company; could be part of About the role. We'll keep.
We need to avoid repeating job title as heading. No job title given explicitly; but we can ignore.
Now structure:
About the role
then paragraph(s) describing role and company.
Then Responsibilities
with - items.
Then
Requirements
with - items.
Then
Qualifications
with maybe.
Then
Skills
maybe combine with Requirements? But we have separate list of skills in "What You Need To Be Successful". That could be Skills. Requirements could be experience/education. Qualifications could be education and experience. Actually "Education and Experience" is qualifications. So we can put that under Qualifications. Then Skills under Skills.
Let's extract:
About the role content: The introductory paragraphs up to before "Are you an experienced contact center manager..." maybe include that as part of role description. Let's capture:
"Join a National Top Workplace Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers. Join Us from Anywhere While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with: Flexible Time Off to recharge when needed Nine Company-Wide Holidays A diverse suite of benefits prioritizing your growth, development, and personal well-being. Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role. Travel Requirements: As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role."
Then the call: "Are you an experienced contact center manager who thrives on ensuring amazing customer service, meeting contractual service level agreements, executing at both a tactical and strategic level, and leading your teams to do great things? Do you embody a ‘can-do’ attitude, maintain composure no matter what, and developing your team to take on their next set of responsibilities? If you said yes to these questions, and you truly love leading and guiding a growing contact center, then you might just be the right person for the role."
That could be part of About the role or maybe a separate "Who should apply"? But we can include in About the role.
Now Responsibilities: The list after "In this role, you will provide day-to-day tactical management and execution of a Tier 1 contact center which supports multiple clients’ loyalty program customers by phone, email, and chat. You will translate the organizations’ strategic goals into tactical deliverables. You will provide guidance, assistance, coaching and feedback to your supervisory team while ensuring that service levels and customer satisfaction goals are being met at all times. How You Will Make An Impact" then bullet list.
Let's extract each bullet:
- Learn specific client loyalty program guidelines, initially and ongoing
- Meet all client requirements for service level and customer satisfaction
- Serve as a resource for your team for questions and assistance
- Ensure consistency and reliability in contact center agent/customer interactions through call, email, and chat calibration sessions with supervisory team
- Establish short-term/mid-term/long-term performance goals with supervisory staff
- Develop supervisor skillsets to ensure competency within current role and develop skillsets for applicable future roles
- Approach each day with a positive, professional, customer-centric & team-oriented outlook
- The ability to communicate in a clear, concise & helpful manner both orally and in writing
- The ability to take ownership of queue service levels and be held accountable to any shortcomings
- The big-picture ability to ensure effective agent schedules to meet customer needs
- The ability to de-escalate customer situations through effective communication and problem-solving skills, taking ownership of all such issues through to customer resolution
- The ability to learn and efficiently use all internal tools and resources
- The ability to work independently, following directions and instruction regarding your role
- Adhere to, and ensure your teams’ adherence to, company policies and procedures relating to servicing customer accounts and supervising employees
- Serve as a point person and resource for peers and other coworkers to assist with service delivery
- Work with internal and external customers and clients to understand trends and emerging issues, and work with parties responsible for the effective resolution of any such trends or issues
- Interact daily with agents to build team morale and demonstrate support
- Develop and deliver center activity reporting; be knowledgeable of events that impact(ed) team performance
That's a lot. We'll put them as - .
Now Requirements: "What You Need To Be Successful" list:
- Experience working in a small contact center and fast-moving growth environment.
- Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint
- A ‘whatever it takes’ attitude to care for customers, agents, and the business
- Ability to demonstrate flexibility and agility with changes in work processes and the work environment
- Strong ability to multitask and meet deadlines
- Ability to make smart decisions quickly or under pressure
- Advanced emotional intelligence and customer-centric service orientation
- Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem solving events.
- Excellent communication skills (verbal, written, and listening)
- Advanced level of accuracy and attention to detail
- Excellent coaching & feedback delivery ability
- Able to evaluate multiple reports for trend patterns with the ability to decision off of multiple data elements.
- Knowledge of WFM teams and responsibilities in the contact center
That's 13 items.
Now Qualifications: "Education and Experience" section:
- At least 2 years’ college; degree preferred
- 4-6 years of related, relevant experience
We could put as
or
. Probably .
Now Skills: maybe we could separate some of the Requirements into Skills, but we already have Requirements list. Could treat Requirements as experience/qualifications, Skills as abilities. But the instruction says we can use Skills heading if we have specific content. We have many skill-like items in Requirements. Could split: Requirements = experience, Qualifications = education/experience, Skills = abilities list. However we already used Requirements for the list of abilities. Let's think: The posting has "What You Need To Be Successful" which is a mix of experience and skills. Then "Education and Experience" is qualifications. So we could map:
- About the role: intro.
- Responsibilities: the impact list.
- Requirements: "What You Need To Be Successful" (skills/abilities).
- Qualifications: "Education and Experience".
- Skills: maybe we could leave empty? But we must not create a heading without real specific content. So if we don't have distinct skills beyond those in Requirements, we could omit Skills section. But we have many skill items; we could keep them under Requirements and not have Skills. That's fine.
But we also have "Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word,
Requirements
with- items.
Then
Qualifications
withmaybe. Then
Skills
maybe combine with Requirements? But we have separate list of skills in "What You Need To Be Successful". That could be Skills. Requirements could be experience/education. Qualifications could be education and experience. Actually "Education and Experience" is qualifications. So we can put that under Qualifications. Then Skills under Skills. Let's extract: About the role content: The introductory paragraphs up to before "Are you an experienced contact center manager..." maybe include that as part of role description. Let's capture: "Join a National Top Workplace Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers. Join Us from Anywhere While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with: Flexible Time Off to recharge when needed Nine Company-Wide Holidays A diverse suite of benefits prioritizing your growth, development, and personal well-being. Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role. Travel Requirements: As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role." Then the call: "Are you an experienced contact center manager who thrives on ensuring amazing customer service, meeting contractual service level agreements, executing at both a tactical and strategic level, and leading your teams to do great things? Do you embody a ‘can-do’ attitude, maintain composure no matter what, and developing your team to take on their next set of responsibilities? If you said yes to these questions, and you truly love leading and guiding a growing contact center, then you might just be the right person for the role." That could be part of About the role or maybe a separate "Who should apply"? But we can include in About the role. Now Responsibilities: The list after "In this role, you will provide day-to-day tactical management and execution of a Tier 1 contact center which supports multiple clients’ loyalty program customers by phone, email, and chat. You will translate the organizations’ strategic goals into tactical deliverables. You will provide guidance, assistance, coaching and feedback to your supervisory team while ensuring that service levels and customer satisfaction goals are being met at all times. How You Will Make An Impact" then bullet list. Let's extract each bullet: - Learn specific client loyalty program guidelines, initially and ongoing - Meet all client requirements for service level and customer satisfaction - Serve as a resource for your team for questions and assistance - Ensure consistency and reliability in contact center agent/customer interactions through call, email, and chat calibration sessions with supervisory team - Establish short-term/mid-term/long-term performance goals with supervisory staff - Develop supervisor skillsets to ensure competency within current role and develop skillsets for applicable future roles - Approach each day with a positive, professional, customer-centric & team-oriented outlook - The ability to communicate in a clear, concise & helpful manner both orally and in writing - The ability to take ownership of queue service levels and be held accountable to any shortcomings - The big-picture ability to ensure effective agent schedules to meet customer needs - The ability to de-escalate customer situations through effective communication and problem-solving skills, taking ownership of all such issues through to customer resolution - The ability to learn and efficiently use all internal tools and resources - The ability to work independently, following directions and instruction regarding your role - Adhere to, and ensure your teams’ adherence to, company policies and procedures relating to servicing customer accounts and supervising employees - Serve as a point person and resource for peers and other coworkers to assist with service delivery - Work with internal and external customers and clients to understand trends and emerging issues, and work with parties responsible for the effective resolution of any such trends or issues - Interact daily with agents to build team morale and demonstrate support - Develop and deliver center activity reporting; be knowledgeable of events that impact(ed) team performance That's a lot. We'll put them as- .
Now Requirements: "What You Need To Be Successful" list:
- Experience working in a small contact center and fast-moving growth environment.
- Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint
- A ‘whatever it takes’ attitude to care for customers, agents, and the business
- Ability to demonstrate flexibility and agility with changes in work processes and the work environment
- Strong ability to multitask and meet deadlines
- Ability to make smart decisions quickly or under pressure
- Advanced emotional intelligence and customer-centric service orientation
- Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem solving events.
- Excellent communication skills (verbal, written, and listening)
- Advanced level of accuracy and attention to detail
- Excellent coaching & feedback delivery ability
- Able to evaluate multiple reports for trend patterns with the ability to decision off of multiple data elements.
- Knowledge of WFM teams and responsibilities in the contact center
That's 13 items.
Now Qualifications: "Education and Experience" section:
- At least 2 years’ college; degree preferred
- 4-6 years of related, relevant experience
We could put as
or
- . Probably
. Now Skills: maybe we could separate some of the Requirements into Skills, but we already have Requirements list. Could treat Requirements as experience/qualifications, Skills as abilities. But the instruction says we can use Skills heading if we have specific content. We have many skill-like items in Requirements. Could split: Requirements = experience, Qualifications = education/experience, Skills = abilities list. However we already used Requirements for the list of abilities. Let's think: The posting has "What You Need To Be Successful" which is a mix of experience and skills. Then "Education and Experience" is qualifications. So we could map: - About the role: intro. - Responsibilities: the impact list. - Requirements: "What You Need To Be Successful" (skills/abilities). - Qualifications: "Education and Experience". - Skills: maybe we could leave empty? But we must not create a heading without real specific content. So if we don't have distinct skills beyond those in Requirements, we could omit Skills section. But we have many skill items; we could keep them under Requirements and not have Skills. That's fine. But we also have "Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word,
- .
Now Requirements: "What You Need To Be Successful" list:
- Experience working in a small contact center and fast-moving growth environment.
- Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint
- A ‘whatever it takes’ attitude to care for customers, agents, and the business
- Ability to demonstrate flexibility and agility with changes in work processes and the work environment
- Strong ability to multitask and meet deadlines
- Ability to make smart decisions quickly or under pressure
- Advanced emotional intelligence and customer-centric service orientation
- Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem solving events.
- Excellent communication skills (verbal, written, and listening)
- Advanced level of accuracy and attention to detail
- Excellent coaching & feedback delivery ability
- Able to evaluate multiple reports for trend patterns with the ability to decision off of multiple data elements.
- Knowledge of WFM teams and responsibilities in the contact center
That's 13 items.
Now Qualifications: "Education and Experience" section:
- At least 2 years’ college; degree preferred
- 4-6 years of related, relevant experience
We could put as