Level 1 Manager (M1) - Contact Center Operations Manager POST NUMBER: 216526

The Level 1 Manager is responsible for leadership of a high-volume contact center team supporting tax processing operations, with a primary focus on driving 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. While maintaining service 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 a high-volume tax environment with a strong emphasis on quality performance, accountability and corrective action to close quality gaps, leading a quality-first culture across all customer interactions and tax processing activities 

• Lead a quality-first culture across all customer interactions and tax processing activities while ensuring strict adherence to tax regulations, internal policies, and data security standards 

• Continuously monitor real-time performance dashboards to optimize SLA adherence, quality outcomes, and operational efficiency while tracking individual, team, and multi-team performance trends to identify risks, coach leaders, and drive timely corrective actions 

• Partner with the AMZN Connect Lead to monitor and optimize expert productivity, ensuring productive hours consistently meet or exceed established thresholds and targets through performance tracking, coaching, and process improvements 

• Perform live call monitoring and side-by-side evaluations, agent-level and team-level QA scorecards, to assess real-time adherence to quality standards and maintain tNPS and services recovery improvement over time 

• In conjunction with M2s, lead and participate in semi-weekly QA calibration sessions to ensure scoring consistency and alignment while partnering with risk and QA teams to conduct process reviews and gap assessments 

• Proactively monitor expert behavior and CX interaction to identify compliance behaviors that lead to immediate coaching and corrective actions 

• Support the QA Remediation process by adhering to published standards. It is required to develop targeted quality improvement plans will result for individuals and teams below QA thresholds 

• Reinforce expectations through rewards, recognition highlighting quality wins, and best practices to promote expert engagement and build a contact center 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 CX activities to ensure sufficient staffing to protect both customer experience and quality performance 

• Manage experts' schedules to proactively reassign WIP as necessary 

• Track and escalate items for management attention within defined SLAs 

• Manage and continuously improve tNPS and SQS scores by monitoring performance metrics, identifying areas 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 with quality assurance frameworks, auditing, and calibration practices 

• Proven ability to coach 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