Contact Center Operations Manager (m/w/d)

Sumsub is the one verification platform to secure the whole user journey. With Sumsub’s customizable KYC, KYB, transaction monitoring and fraud prevention solutions, you can orchestrate your verification process, welcome more customers worldwide, meet compliance requirements, reduce costs and protect your business.

Sumsub has over 2,500 clients across the fintech, crypto, transportation, trading and gaming industries including Bitpanda, Wirex, Avis, Bybit, Huobi, Kaizen Gaming, and TransferGo.

We are seeking an experienced and results-driven Contact Center Operations Manager(m/w/d) to lead and optimize our contact center operations. In this role, you will oversee daily operations, manage a team of customer service professionals, and ensure exceptional customer experiences. The ideal candidate has strong leadership skills, operational expertise, and a passion for driving team performance.

What You Will Be Doing

• Oversee the daily operations of the contact center, ensuring smooth workflow and adherence to performance metrics.
• Lead, mentor, and manage a team of supervisors, agents, and support staff to achieve high levels of customer satisfaction.
• Develop and implement strategies to improve operational efficiency, customer service quality, and team productivity.
• Monitor and analyze key performance indicators (KPIs), creating actionable plans to address performance gaps.
• Collaborate with other departments to align customer service initiatives with overall business goals.
• Manage contact center technology and ensure optimal utilization of tools and systems.
• Prepare and present performance reports to senior management.
• Drive a culture of continuous improvement, innovation, and customer focus.
  
  

About You

• Bachelor’s degree in Business Administration, Management, or a related field (or equivalent work experience).
• Proven experience in a contact center management role, preferably in a high-volume environment.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal skills.
• Proficiency in contact center technologies and reporting tools.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Exceptional problem-solving and conflict-resolution abilities.
• Ability to thrive in a fast-paced, dynamic environment.
• Advanced proficiency in the English language is a must while a conversational level of German language is a HUGE plus.
  
  

What We Offer

• Competitive compensation in compliance with your professional expertise.
• Working with a product that matters. Our technology helps to protect millions of users and lots of online services worldwide.
• International project. Our team works from offices in Berlin, Limassol, London, and Miami, our customers are spread from Mexico and the USA to Hong Kong, South Korea, and Singapore.
• Remote first company – work from anywhere in the world.
• Paid vacation and sick leave.
  
  

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.