What are the responsibilities and job description for the Manager, Contact Center Sales Enablement & Operations position at Victra - Verizon Authorized Retailer?
Location: Winterville, NC (on-site)
About Us
Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way”. We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.
Job Description
This role provides strategic leadership and programmatic coordination for the contact center sales enablement function, aligning initiatives with organizational goals and driving performance across customer segments. The Contact Center Sales Enablement & Operations (Level III) or Manager, Call Center Program & Performance (Level III) plans and delivers cross-functional projects, monitors operational trends, ensures governance and compliance, and orchestrates communications, onboarding, and change management to enable frontline success.
Key Responsibilities
We are proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. Different makes us better.
About Us
Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way”. We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.
Job Description
This role provides strategic leadership and programmatic coordination for the contact center sales enablement function, aligning initiatives with organizational goals and driving performance across customer segments. The Contact Center Sales Enablement & Operations (Level III) or Manager, Call Center Program & Performance (Level III) plans and delivers cross-functional projects, monitors operational trends, ensures governance and compliance, and orchestrates communications, onboarding, and change management to enable frontline success.
Key Responsibilities
- Strategic Leadership & Alignment: Translate organizational goals into a contact center enablement roadmap; prioritize initiatives to maximize sales performance and operational efficiency.
- Program & Project Management: Plan, scope, and manage projects end-to-end (charters, timelines, milestones, risk/issue logs).
- Cross-Functional Liaison: Serve as the primary link between Leadership, IT, HR, WFM, QA, Training, Vendors, and Compliance to coordinate projects and resolve operational issues.
- Performance Monitoring & Reporting: Interpret performance trends, escalate operational issues, and publish weekly scorecards highlighting project status, challenges, and changes.
- Compliance & Governance: Ensure adherence to policies and SOPs; oversee incident management and documentation governance.
- Onboarding & Events: Oversee call center events and partner with Training/Talent Management for onboarding of new hires.
- Communication & Change Management: Manage engagement events, contests, documentation, and change adoption strategies.
- Data Reporting & Analysis: Deliver insights through reporting automation and competitive intelligence; collaborate with WFM for forecasting and capacity planning.
- Enablement Assets: Build and implement QRGs, scripts, and learning materials; partner with L&D for development initiatives.
- 8–12 years in contact center operations, sales enablement, or program/project management.
- Proven experience leading cross-functional projects and reporting to senior leadership.
- Strong analytical skills; proficiency with CRM, WFM, QA, LMS, and BI tools.
- Excellent communication, stakeholder management, and change management skills.
- Bachelor’s degree or equivalent experience; PMP/Prosci preferred.
- Competitive Pay
- Flexible Time Off Options
- Paid training and career development opportunities.
- Comprehensive health, dental, and vision insurance.
- 401k retirement plan.
- Tuition reimbursement.
- Employee discounts on Verizon services.
- Referral bonuses and exciting contests.
- Career pathing opportunities.
We are proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. Different makes us better.