This is a leadership seat for someone who can run call center ops like a system, not a vibe. If you can balance people leadership, QA discipline, and data-driven performance improvements while keeping customers happy, this role is built for you.
About Cennox
Cennox supports customers through a customer care operation that relies on strong call handling, smart routing, and consistent service standards. This role helps ensure the Customer Care Center runs efficiently, with tight processes, clear metrics, and strong coaching.
Schedule
Full-time, remote. Reports to the Customer Care Center Leader. Fast-paced environment with multiple initiatives running at once.
What You’ll Do
⦁ Lead day-to-day call center operations so service calls are handled quickly, accurately, and professionally
⦁ Manage call traffic control, agent work groups, and call reporting to maintain service levels
⦁ Optimize Quality Assurance practices, including call monitoring, level loading, and call trafficking
⦁ Coach agents using QA findings, reports, and trend analysis, holding performance standards consistently
⦁ Handle escalated customer service issues and ensure proper follow-up and documentation
⦁ Establish and improve procedures that align with departmental standards and business strategy
⦁ Evaluate processes to support financial objectives and operational efficiency
⦁ Ensure training and resources are in place so agents can perform at a high level
⦁ Support employees through work and personal challenges with coaching, counseling, and corrective action when needed
⦁ Create and present reporting, including trend summaries and training opportunities
⦁ Lead or contribute to special projects tied to process improvement and service quality
⦁ Build and maintain a motivating, high-quality team environment
What You Need
⦁ Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
⦁ 5+ years of call center operations experience, including 2+ years in a leadership role
⦁ Proficiency with call center tech, including IVR routing and workforce management systems
⦁ Strong process mindset with proven success implementing operational improvements
⦁ Strong organizational skills and ability to manage timelines and competing priorities
⦁ Excellent written and verbal communication, including relationship-building with internal/external customers
⦁ Strong problem-solving skills and sound judgment using data and analysis
⦁ Proficiency in Microsoft Office, especially Excel, Outlook, Word, and PowerPoint
⦁ Ability to work independently and take ownership when needed
Benefits
⦁ Remote, full-time leadership role
⦁ High influence on customer experience, agent performance, and operational efficiency
⦁ Opportunity to drive QA, reporting, and process improvements with visible impact
If you’re the type who can raise service quality without burning out the team, this is a solid lane.
Happy Hunting,
~Two Chicks…