Level 1 Manager (M1) - Contact Center Operations Manager

The Level 1 Manageris responsible forleadership of a high-volume contact center team supporting tax processing operations, with a primary focus ondriving measurable quality excellence. This role ensures that every customer interaction and tax-related process meets defined quality, accuracy, and compliance standards. The M1 embeds quality assurance into daily operations through structured auditing, data-driven coaching, and continuous performance management. Whilemaintainingservice levels and productivity, this leader ensures that quality is never compromised, especially during peak tax season. Key Responsibilities Directly manage, coach, and develop a team of experts in ahigh-volumetax environment with a strong emphasis on quality performance,accountabilityand corrective action to close quality gaps, leadinga quality-first culture across all customer interactions and tax processing activities Leada quality-first culture across all customer interactions and tax processing activities while ensuring strict adherence to tax regulations, internal policies, and data security standards Continuouslymonitorreal-time performance dashboards tooptimizeSLA adherence,quality outcomes, and operational efficiency while tracking individual, team, and multi-team performance trends toidentifyrisks, coach leaders, and drivetimelycorrective actions Partner with the AMZN Connect Lead to monitor andoptimizeexpert productivity, ensuring productive hours consistently meet or exceed established thresholds and targets through performance tracking, coaching, and process improvements Performlive call monitoring and side-by-side evaluations,agent-leveland team-level QA scorecards, to assess real-time adherence to quality standards and maintaintNPSand services recovery improvement over time In conjunction with M2s, lead andparticipatein semi-weeklyQA calibration sessionsto ensure scoring consistency and alignmentwhile partnering with risk and QA teams to conductprocess reviews and gap assessments Proactivelymonitorexpert behavior and CX interaction toidentifycompliancebehaviors that lead to immediate coaching andcorrective actions Support the QA Remediation process by adhering topublishedstandards.It isrequiredto developtargeted quality improvement planswill resultfor individuals and teams below QA thresholds Reinforce expectations throughrewards, recognition highlighting quality wins, and best practicesto promote expert engagement and buildacontactcenter culture Provide daily expert-level updates to the QA Lead, including items addressed, coaching completed, risks identified, and progress against improvement actions. Prioritize client facing and CXactivities to ensuresufficientstaffingto protect bothcustomer experience and quality performance Manageexperts'schedules to proactively reassignWIPas necessary Track and escalat... items for management attentionwithin defined SLAs Manage and continuously improvetNPSand SQS scores by monitoring performance metrics,identifyingareas for enhancement, and implementing strategies that elevate customer satisfaction and service quality Qualifications 2+years of contact center experience, preferably in tax processing or financial services 3+years of people leadership experience Strong experience withquality assurance frameworks, auditing, and calibration practices Proven ability tocoach to quality and improve audit outcomes Experience in high-volume or seasonal operations (tax season preferred) Familiarity with TurboTax or similar tax platforms is preferred Key Competencies Quality-first leadership with strong coaching and performance management. Data-driven problem solver with customer-focused, compliance-minded adaptability in fast-paced environments. Success Metrics Achieves and sustains targets Maintains strong accuracy, compliance, productivity, and schedule adherence Ensures consistent audit coverage, coaching completion, and performance improvement Meets or exceeds employee engagement benchmarks Quickly adopts process, compliance, and quality updates #J-18808-Ljbffr Vaco Recruiter Services