Level 1 Manager (M1) – Contact Center Operations Manager POST NUMBER: 485637
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 and productivity, this leader ensures that quality is never compromised, especially during peak tax season.
Key Responsibilities
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Directly manage, coach, and develop a team of experts in a high-volume tax environment with a strong emphasis on quality performance, accountability and corrective action to close quality gaps, leading a quality-first culture across all customer interactions and tax processing activities
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Lead a quality-first culture across all customer interactions and tax processing activities while ensuring strict adherence to tax regulations, internal policies, and data security standards
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Continuously monitor real-time performance dashboards to optimize SLA adherence, quality outcomes, and operational efficiency while tracking individual, team, and multi-team performance trends to identify risks, coach leaders, and drive timely corrective actions
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Partner with the AMZN Connect Lead to monitor and optimize expert productivity, ensuring productive hours consistently meet or exceed established thresholds and targets through performance tracking, coaching, and process improvements
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Perform live call monitoring and side-by-side evaluations, agent-level and team-level QA scorecards, to assess real-time adherence to quality standards and maintain tNPS and services recovery improvement over time
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In conjunction with M2s, lead and participate in semi-weekly QA calibration sessions to ensure scoring consistency and alignment while partnering with risk and QA teams to conduct process reviews and gap assessments
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Proactively monitor expert behavior and CX interaction to identify compliance behaviors that lead to immediate coaching and corrective actions
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Support the QA Remediation process by adhering to published standards. It is required to develop targeted quality improvement plans will result for individuals and teams below QA thresholds
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Reinforce expectations through rewards, recognition highlighting quality wins, and best practices to promote expert engagement and build a contact center culture
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Provide daily expert-level updates to the QA Lead, including items addressed, coaching completed, risks identified, and progress against improvement actions.
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Prioritize client facing and CX activities to ensure sufficient staffing to protect both customer experience and quality performance
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Manage experts' schedules to proactively reassign WIP as necessary
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Track and escalate items for management attention within defined SLAs
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Manage and continuously improve tNPS and SQS scores by monitoring performance metrics, identifying areas for enhancement, and implementing strategies that elevate customer satisfaction and service quality
Qualifications
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2 years of contact center experience, preferably in tax processing or financial services
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3 years of people leadership experience
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Strong experience with quality assurance frameworks, auditing, and calibration practices
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Proven ability to coach to quality and improve audit outcomes
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Experience in high-volume or seasonal operations (tax season preferred)
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Familiarity with TurboTax or similar tax platforms is preferred
Key Competencies
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Quality-first leadership with strong coaching and performance management.
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Data-driven problem solver with customer-focused, compliance-minded adaptability in fast-paced environments.
Success Metrics
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Achieves and sustains targets
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Maintains strong accuracy, compliance, productivity, and schedule adherence
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Ensures consistent audit coverage, coaching completion, and performance improvement
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Meets or exceeds employee engagement benchmarks
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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).
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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.
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.