Senior Manager - Contact Center Operations

Who are we?

At OKIN Process, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Description:

Job Type: Salary 

Pay: $70-80K annually (depending on experience)

Work Location: On-site in our San Antonio office

Summary:

OKIN Process is seeking a highly experienced Senior Manager to lead complex contact center programs. This role requires a strong operational leader with deep contact center expertise, proven experience managing large teams and multi-channel environments, and the ability to drive performance, efficiency, and customer satisfaction. Experience in telecommunications is a strong plus.

Responsibilities include:

• Provide strategic and operational leadership for large-scale contact center programs (inbound, outbound, and digital channels). 
• Manage and develop senior leaders, managers, and cross-functional teams across multiple sites or virtual environments. 
• Own key performance metrics including SLA, AHT, CSAT, NPS, quality, productivity, and cost efficiency. 
• Partner with Workforce Management, Quality, Training, IT, and HR to ensure operational excellence and scalability. 
• Lead transformation initiatives including process improvement, technology adoption, and automation. 
• Drive continuous improvement through data analysis, root cause identification, and corrective action planning. 
• Ensure compliance with regulatory, contractual, and company standards. 
• Manage budgets, forecasts, and resource planning for large operational programs. 
• Act as a senior stakeholder interface for internal leadership and external clients/partners. 
• Champion employee engagement, retention, and leadership development initiatives.

Required Qualifications:

• 5+ years of progressive leadership experience in contact center operations. 
• Proven experience managing large contact center programs (50+gents and/or multi-site operations). 
• Strong knowledge of contact center KPIs, workforce planning, and performance management. 
• Demonstrated ability to lead change and scale operations in fast-paced environments. 
• Excellent analytical, communication, and executive presentation skills. 
• Experience managing remote and hybrid contact center models.

Preferred Qualifications:

• Experience in telecommunications or related industries strongly preferred. 
• Exposure to large BPO or outsourced contact center environments. 
• Experience with omnichannel platforms, CRM systems, and contact center technologies (e.g., IVR, ACD, WFM tools). 
• Six Sigma, Lean, or other operational excellence certifications a plus.

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!