Job Description

Under the direction of the Director, the Call Center Manager leads Northwest Center's enterprise-wide call center operations supporting Amazon's corporate ecosystem. 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 Call Center Manager role requires in-depth knowledge of call center operations, workforce management, and technology implementation to drive innovation and operational excellence across multiple geographic regions to be successful. A key aspect of the role is strong people leadership, including the ability to mentor and coach leadership teams, foster professional growth, and enhance organizational capabilities.

As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with various backgrounds, identities, and experiences. If you share our values, support our mission, and meet some requirements, we encourage you to apply!

Schedule:

Monday - Friday; 7:00 am - 6:00 pm (Hours will vary)

Location:

Seattle WA

Starting Salary:

$86,986 - $99,278 per year

| Full Salary Range

: $86,986 - $111,571 per year

What we can offer:

Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance 17 Accrued Paid Time Off Days Annually Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave Retirement 401(K) with a company match Company-Provided Orca Pass - Unlimited use Employment Assistance Program (EAP) via Spring Health Mental Wellness Program including six free therapy sessions per year Opportunity for career development with our NWC Mentorship Match program Physical Wellness Reimbursement Program - $25/month Student Loan Contribution Program - $50/month Pet Insurance Discount Program

Check out the entire list of benefits Northwest Center has to offer here:

https://nwcbenefits.hrbenefits.net/

Key Responsibilities

Strategic & Financial Leadership

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.

Operational & Technological Excellence

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, comprehensive training documentation, SOPs, and resource libraries accessible to all agents and supervisors. Create engaging training materials using diverse formats (e.g., 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, reoccurring training programs for agents and supervisors. Coordinate cross-training initiatives to increase agent flexibility, reduce knowledge silos, and enhance resource 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 effectively motivate others. Lead change and innovation. Detailed oriented & thorough, with ability to see the "big picture". Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace. Attention to detail and accuracy. Exercises good judgment in areas of responsibility. Identifies or assists in identifying alternative solutions to problems or situations in fast-pace and high-stress environments Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change. Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds, as well as carry supplies to other buildings It is a combination of desk and actively visiting several Amazon buildings so the ability to move consistently within a 1.5 radius is required. Ability to read, write, communicate and comprehend the English language. Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment's notice and occasional evening and weekend shifts. Ability to travel domestically. This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.





Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. 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 us at

jobs@nwcenter.org

.

At Northwest Center, we do not just accept diversity and inclusion -- we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans' status.

IND123