Contact Center Operations Manager

The CRM / Contact Center Operations Manager is responsible for managing and optimizing the day-to-day operations of AGMC's contact center across Dealership Operations, Mobility Services (Rental, Leasing, Limousine), and After Sales functions. The role ensures operational excellence, stable service delivery, and continuous improvement of the current operating model while practically developing and implementing the future state of customer engagement, processes, and technology.

Roles and Responsibilities

• Manage daily contact center operations to ensure service levels, productivity, and quality standards are consistently achieved.
• Own operational KPIs including Service Level, AHT, FCR, Abandonment Rate, Lead Generation, Conversion Rate, and Customer Satisfaction.
• Ensure workforce planning, scheduling, and real-time adherence are effectively executed.
• Lead and develop Supervisors and Team Leaders through coaching, performance management, and structured development plans.
• Support handling of customer escalations and ensure timely and professional resolution.
• Drive continuous improvement initiatives across people, process, and systems to improve efficiency and customer experience.

• Translate business strategy into practical operational workflows and execution plans.
• Lead the implementation of new processes, products, campaigns, and system enhancements into operations.
• Partner with Training, QA, IT, Marketing, and Business Units to ensure alignment and operational readiness.
• Ensure compliance with AGMC and OEM policies, regulatory requirements, and brand service standards.
• Support preparation of operational performance reports and provide actionable insights to senior management.
• Define and maintain operational SOPs, playbooks, and knowledge base standards.

Qualifications/Requirements/Experience

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  Bachelor's degree in business, Operations Management, or related field preferred.
• Strong leadership, analytical, and decision-making skills.
• Deep knowledge of contact center operations, KPIs, and workforce management principles.
• Experience with CRM platforms and contact center technologies.
• Strong change management and stakeholder management capabilities.
• 7+ years of experience in contact center operations, with at least 5 years in a managerial role.
• Experience in automotive, retail, or mobility service environments preferred.

Please note only shortlisted candidates will be contacted! Thanks for your interest in joining us!