What are the responsibilities and job description for the Level 1 Manager (M1) - Contact Center Operations Manager position at Vaco by Highspring?
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 escalateitems 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
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
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Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.