Level 1 Manager (M1) – Contact Center Operations Manager

The Level 1 Manager is responsible for leadership of a high-volume contact center team supporting tax processing operations, with a primary focus on driving 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. While maintaining service levels a…