About this role
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:
- 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.
What we are looking for:
- 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.
Why Join Us?
- 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.
Equal Employment Opportunity
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.
Other facts
About Victra - Verizon Wireless Premium Retailer
Mobile technology shapes how people live, work, and stay connected - and Victra sits at the center of that evolution. Victra is the largest exclusive Verizon Authorized Retailer in the United States, with more than 1,800 stores across all 50 states. Headquartered in Raleigh, North Carolina, we connect millions of guests to Verizon’s industry-leading network and wireless solutions - backed by expert service and a local-store experience.
Every day, guests bring us their questions, challenges, and goals - and our teams are committed to showing up with the right solutions, clear guidance, and genuine care. This standard of service, "Every Guest, Every Time," is how we create memorable experiences, open new opportunities, and build long-term relationships rooted in trust.
Success at Victra is powered by VNation, our community of driven, supportive team members who believe in growth, service, and celebrating wins together. Careers here are built through hands-on training, leadership development, and real opportunity to advance. From day one, team members are equipped with the tools, coaching, and support needed to thrive personally and professionally.
Guided by our Core Values: Performance, Collaboration, Integrity, Innovation, and Celebration - we deliver exceptional experiences for our guests while creating a culture where people feel valued, challenged, and proud of the work they do. Through our #VictraCares initiative, our teams support communities nationwide by partnering with nonprofits that create lasting impact - because strong communities and meaningful work go hand in hand.
Whether you’re a guest looking for trusted wireless expertise or a professional seeking a place to grow, Victra is where connection, opportunity, and purpose come together.
What you'll do
- The role involves providing strategic leadership for the contact center sales enablement function and managing cross-functional projects to drive performance. Responsibilities include performance monitoring, compliance oversight, and managing onboarding and change management initiatives.
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