Contact Center Operations Manager

We are Indeed Flex. We Help People Get Jobs. Right now, we're hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we're taking a radically different approach: providing job seekers with control, ownership, and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and exceptional levels of support, we've been able to accelerate our mission as we expand throughout the US and the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
Main Purpose
Here at Indeed Flex, we are nothing without the Flexer - the Flex workers who use our app and marketplace and work the available shifts that help fulfill the needs of our clients and enable this transformation of flexible and temporary staffing. As we scale, there is a critical need for strong leadership to maintain the continued success in our day-to-day support operations for Flexers on a global scale, delivering world-class service and satisfaction through a globally distributed 24x7x365 support organization responsible for the execution of user support requests, triaging escalations, and driving the continuous improvement of our internal knowledge base and correlating processes.
Part of the US Operations Team, the Contact Center Operations Manager is responsible for developing and managing staff and processes while ensuring the highest level of service and Flexer satisfaction. In this role, you will have the opportunity to identify tools, build training programs, deliver coaching, be a mentor, and enable knowledge sharing to develop your direct reports and their teams to drive improvement to individual and overall performance and to meet SLAs and OKRs. You will partner with the Indeed Flex HR and Talent Acquisition teams to develop existing talent for promotions and to identify external talent to bring on to the team to complement skillsets and bring additional capabilities to your group.
Responsibilities & Duties

• Responsible for daily operations of the Flexer Support organization and contact center including management and leadership of team members, implementation of change initiatives and policies, and execution of SOPs and best practices to deliver high performance that exceeds SLAs
• Responsible for identifying new performance metrics and targets, benchmarking current performance targets, and implementing training, development, and improvements to help individuals and the team exceed performance goals
• Research, design, and deliver training and development initiatives to improve the capabilities of your direct reports and their teams
• Support the implementation of tools, processes, and best practices that align with the overall business strategies to drive a world-class user experience across an omnichannel support system
• Support managers and team leads in the execution of daily tasks: attendance, coaching, regular check-ins, and performance evaluations
• Ensure clear, cohesive, and prompt communication of all changes, updates, and outstanding global issues to the team on a regular basis
• Engage in the development and execution of the Flexer Support strategic roadmap; participate in strategic planning sessions, understand the transformational journey, and embrace as well as lead change within your team
• Support cross-functional projects and initiatives to drive continuous improvement to the Indeed Flex platform and internal knowledge base

Requirements
Minimum Required Qualifications

• Must have a passion for building and delivering a World Class user experience with a strong focus on customer support and satisfaction fundamentals and an uncanny ability to empathize with the Flexer journey to provide an unrivaled user experience that drives organic growth and continued utilization of the Indeed Flex platform
• Must be comfortable with maintaining a reliable presence at the Austin Domain Gateway office to provide support, availability, and visibility to your direct reports, indirect reports, and internal stakeholders supporting or impacted by the Flexer Support operations organization
• Demonstrated success in leading asynchronous, globally distributed, high-volume support teams
• Demonstrated success in managing teams of 20+ individuals with multiple direct and indirect reports
• Previous experience in a high-volume, high-growth environment in a rapidly scaling and expanding organization, such as a start-up, scale-up, or new division
• Expertise in managing successful and high-performing user support functions utilizing an omnichannel support model to deliver a World Class user experience with a hyper care focus
• Expertise in driving performance and continuous improvement of individuals as well as overall team performance; building capabilities through training, development, coaching, and mentoring
• Experienced in partnering with HR and Talent Acquisition to identify key factors for success to drive hiring of individuals based on competencies that will drive continued team performance as well as ensure individual long-term success
• Experienced in providing flexibility, compassion, and encouragement of collaboration to create a well-bonded team
• Well-versed in process design and process improvement to drive a World Class user experience; agility and flexibility to change, shift, and adapt current policies and processes to meet new requirements as the business scales and expands into new markets, industries, and geographies
• Well-versed in designing and implementing User Support Operations workflows, SOPs, and training materials - establishing best practices with a vision for scalability and reusability
• Passion and penchant for using technology to enable, improve, and augment performance; highly proficient in Google Workspace / Microsoft Office, Slack, CRM Systems, Knowledge Centers, Wikis, etc
• Analytical, strategic-minded, and data-driven to create and promote a shared vision for the Support Organization to solve complex problems, seek root causes, and present novel resolutions to issues
• Exceptional interpersonal skills to interface with your team, as well as internal and external stakeholders from diverse backgrounds, and various functions, at all levels of the organization through verbal collaboration, presentations, and written communications

Preferred Qualifications

• Written and verbal fluency in English and Spanish is highly desired
• Previous experience in an organization with a marketplace offering B2B, B2C, and C2C streams
• Previous experience managing contact center operations, user experience, and/or user support in an organization related to Staffing, Talent, Human Resources, Payroll, or other high-urgency, highly sensitive area
• Previous experience with an organization offering SaaS or MSP solutions and products
• Highly proficient in utilization, configuration, and deployment of Salesforce CRM system

You're A Great Fit for Indeed Flex If...

• You're a great communicator and highly collaborative - we are best when we all pull in the same direction
• You don't mind doing the work, whatever it is - you can see the impact at the end and you're in it for the long haul
• Data is your heart and soul - you know you need it to drive you in the right direction
• You're proactive and always willing to learn
• You can navigate the ambiguity and high levels of autonomy in a scale-up environment - you know what we are about and you want to be part of it

Benefits

• Base Salary Range: $90,000 - $120,000 annual
• 25 Days Annual PTO
• 8 Paid Holidays
• 5 Paid Sick Days
• Birthday Off Paid
• Paid Volunteer Days
• Paid Holiday Break (Last week of the year)
• Annual allotment of Duvet Days
• Performance-based Bonuses, Paid Twice Annually
• Short-Term Incentive Plans (STIPs) Based on Company Performance
• Comprehensive Medical, Dental, and Vision Insurance Packages
• Financial & Retirement Plans and Planning
• Incredible Office and Amenities at the Domain Gateway Office in Austin, TX; including a complimentary juice bar, cafe, catered breakfast and lunch, game room, snacks, and beverages
• Company-provided laptop and work-from-home equipment
• Indeed Flex has an incredible company culture built on a foundation of inclusion and collaboration
• Regular team-building events, company outings, and company-wide meetups
• Exciting Opportunities for Learning & Development
• Working Towards An Incredible Mission: We Help People Get Jobs

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Where legally permitted, Indeed Flex requires all individuals attending or working from Indeed Flex offices, or visiting Indeed Flex clients, to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed Flex office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the hire date as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these requirements may be made at the discretion of the business through June 2022 - at which point full vaccination will be mandatory. Indeed Flex will consider requests for reasonable accommodations as required under applicable law. To qualify as being fully vaccinated against COVID-19, there should have been a two-week period after receiving the second dose (or any government-recommended booster shot) in a two-dose COVID-19 vaccine series or a two-week period after receiving a single dose (or any government-recommended booster shot) in a single-dose COVID-19 vaccine.