New

Level 1 Manager (M1) - Contact Center Operations Manager

Vaco
$37.00 - $38.00 / hr
United States, Tennessee, Brentwood
5501 Virginia Way (Show on map)
Aug 08, 2026
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 EEO Notice 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. Representation Notice 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). Privacy Notice 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. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. 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. Pay Transparency Notice 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.