Northwest Center
Overview
Call Center Manager @ Amazon role at Northwest Center. This strategic leadership role is responsible for developing and executing the long-term vision for a multi-site, omnichannel call center operation that delivers exceptional customer experiences at scale. The position reports to the Director and supports Amazon's corporate ecosystem.
Location:
Seattle, WA
Schedule:
Monday – Friday; 7:00 am – 6:00 pm (Hours will vary)
Starting Salary:
$86,986 - $99,278 per year | Full Salary Range: $86,986 - $111,571 per year
Responsibilities
Define and execute the long-term (3-5 year) strategic roadmap for the Call Center, including technology modernization, geographic expansion, and service delivery optimization.
Drive enterprise-wide transformation initiatives to enhance customer experience, operational efficiency, cost optimization, and program scalability while maintaining service quality.
Design and implement innovative call center strategies while leading change management for major transitions and technology rollouts.
Partner with executive leadership to align call center strategy with broader organizational objectives.
Manage P&L responsibility for enterprise call center operations.
Develop annual operating budgets and long-term financial forecasts.
Identify and implement revenue growth opportunities.
Oversee multiple call center sites across different geographic regions, ensuring consistent service delivery and performance.
Establish and maintain strategic KPIs and success metrics that drive business value.
Develop scalable operating models that can flex with business growth while maintaining quality.
Drive continuous process improvement through data analytics and emerging industry best practices.
Design scalable quality assurance frameworks and standardized operational playbooks to ensure consistent performance across all sites.
Lead implementation of new call center technologies and digital channels, driving automation and self-service to enhance efficiency and service quality.
Develop innovative solutions for workforce management and resource optimization.
Partner with IT teams on systems integration and technology roadmap development.
Stay current with industry trends and emerging technologies to maintain competitive advantage.
People Development & Leadership
Build high-performing leadership teams across multiple locations and establish career development and succession planning frameworks.
Drive talent acquisition and retention strategies for call center personnel.
Foster an inclusive culture that embraces diversity and promotes employee engagement.
Maintain up-to-date training documentation, SOPs, and resource libraries accessible to all agents and supervisors.
Create engaging training materials using diverse formats (e-learning, video, live workshops) to accommodate different learning styles and ensure knowledge retention.
Plan, facilitate, and manage all new hire training classes, including coordination with IT and facilities for onboarding logistics, access, and systems setup.
Develop and deliver ongoing training programs for agents and supervisors.
Coordinate cross-training initiatives to increase agent flexibility and coverage.
Ensure training aligns with customer expectations, service trends, and operational goals.
Requirements
6+ years of progressive call center management experience
Experience managing multi-site operations across different geographic regions
Proven track record of implementing large-scale operational transformations
Strong financial and analytical skills with P&L management experience
Experience with call center technologies and digital transformation
Excellence in stakeholder management and executive communication
Deep understanding of workforce management and resource optimization
Background in process improvement methodologies
Associate degree required; bachelor’s degree preferred
Interpersonal skills to motivate others and lead change and innovation
Detail-oriented with ability to see the big picture
Ability to work a flexible schedule and travel domestically
Ability to read, write, and communicate in English
This is a dog-friendly environment with over 1000 dogs on campus; allergies may affect fit
EEO and accommodations:
Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If accommodations are needed, please contact us at [email protected]
Northwest Center celebrates diversity and is an equal opportunity employer, including disability and veterans’ status.
Additional information Roles are listed with various locations and related postings. This description covers the Northwest Center Call Center Manager role with responsibilities, schedule, location, and benefits.
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Location:
Seattle, WA
Schedule:
Monday – Friday; 7:00 am – 6:00 pm (Hours will vary)
Starting Salary:
$86,986 - $99,278 per year | Full Salary Range: $86,986 - $111,571 per year
Responsibilities
Define and execute the long-term (3-5 year) strategic roadmap for the Call Center, including technology modernization, geographic expansion, and service delivery optimization.
Drive enterprise-wide transformation initiatives to enhance customer experience, operational efficiency, cost optimization, and program scalability while maintaining service quality.
Design and implement innovative call center strategies while leading change management for major transitions and technology rollouts.
Partner with executive leadership to align call center strategy with broader organizational objectives.
Manage P&L responsibility for enterprise call center operations.
Develop annual operating budgets and long-term financial forecasts.
Identify and implement revenue growth opportunities.
Oversee multiple call center sites across different geographic regions, ensuring consistent service delivery and performance.
Establish and maintain strategic KPIs and success metrics that drive business value.
Develop scalable operating models that can flex with business growth while maintaining quality.
Drive continuous process improvement through data analytics and emerging industry best practices.
Design scalable quality assurance frameworks and standardized operational playbooks to ensure consistent performance across all sites.
Lead implementation of new call center technologies and digital channels, driving automation and self-service to enhance efficiency and service quality.
Develop innovative solutions for workforce management and resource optimization.
Partner with IT teams on systems integration and technology roadmap development.
Stay current with industry trends and emerging technologies to maintain competitive advantage.
People Development & Leadership
Build high-performing leadership teams across multiple locations and establish career development and succession planning frameworks.
Drive talent acquisition and retention strategies for call center personnel.
Foster an inclusive culture that embraces diversity and promotes employee engagement.
Maintain up-to-date training documentation, SOPs, and resource libraries accessible to all agents and supervisors.
Create engaging training materials using diverse formats (e-learning, video, live workshops) to accommodate different learning styles and ensure knowledge retention.
Plan, facilitate, and manage all new hire training classes, including coordination with IT and facilities for onboarding logistics, access, and systems setup.
Develop and deliver ongoing training programs for agents and supervisors.
Coordinate cross-training initiatives to increase agent flexibility and coverage.
Ensure training aligns with customer expectations, service trends, and operational goals.
Requirements
6+ years of progressive call center management experience
Experience managing multi-site operations across different geographic regions
Proven track record of implementing large-scale operational transformations
Strong financial and analytical skills with P&L management experience
Experience with call center technologies and digital transformation
Excellence in stakeholder management and executive communication
Deep understanding of workforce management and resource optimization
Background in process improvement methodologies
Associate degree required; bachelor’s degree preferred
Interpersonal skills to motivate others and lead change and innovation
Detail-oriented with ability to see the big picture
Ability to work a flexible schedule and travel domestically
Ability to read, write, and communicate in English
This is a dog-friendly environment with over 1000 dogs on campus; allergies may affect fit
EEO and accommodations:
Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If accommodations are needed, please contact us at [email protected]
Northwest Center celebrates diversity and is an equal opportunity employer, including disability and veterans’ status.
Additional information Roles are listed with various locations and related postings. This description covers the Northwest Center Call Center Manager role with responsibilities, schedule, location, and benefits.
#J-18808-Ljbffr