At OKIN Process, our team is focused on delivering tailored outsourcing solutions that directly enhance the operations of our clients. In this evolving landscape, we seek a Senior Manager of Customer Support Operations who will bring depth of experience and a strategic mindset to manage our contact center programs.

Requirements

A minimum of five years in contact center operations with leadership responsibilities.
Proven track record managing large teams, ideally with over 50 agents, across various channels.
Strong familiarity with key performance indicators specific to contact centers, including SLA, AHT, CSAT, and NPS.
Experience with workforce management and operational excellence methodologies.
Exceptional analytical skills to interpret data and drive meaningful improvements.
Effective communication skills for executive-level presentations and team interactions.
Experience in managing both remote and hybrid contact center setups.

Benefits

Competitive salary range of $70-80K, commensurate with experience.
Opportunity for professional development tailored to your career goals.
Comprehensive benefits package, including health, dental, and retirement plans.
Collaborative work environment located in our San Antonio office.
Engagement in impactful initiatives and transformation projects.

You’ll Be a Great Fit If...

You approach challenges with a mindset geared toward continuous improvement and innovation.
Your leadership style prioritizes developing others, fostering a culture of accountability and engagement.
You excel in navigating operational complexities while remaining focused on customer satisfaction.
Data-driven decisions are your forte; you thrive on analyzing trends and implementing solutions.
You are eager to collaborate with diverse teams, fostering strong relationships across various functions.

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Senior Manager of Customer Support Operations