Operations Manager

Role & responsibilities

• Lead and manage the overall operations of the call center, including inbound/outbound customer service, technical support, or sales teams.
• Develop and execute strategies to improve service quality, customer satisfaction, efficiency, and team performance.
• Monitor key performance indicators (KPIs) such as average handle time, customer satisfaction scores, service level, and agent productivity.
• Collaborate with workforce management to ensure effective scheduling and staffing levels.
• Drive continuous improvement initiatives using data and feedback to streamline workflows, reduce call volumes, and enhance customer experience.
• Oversee the hiring, training, development, and performance management of call center staff and team leaders.
• Ensure compliance with internal policies, procedures, and industry regulations.
• Serve as the escalation point for complex customer issues and ensure timely resolution.
• Work closely with cross-functional teams such as IT, HR, Quality Assurance, and Product to support business objectives.
• Prepare and present performance reports, forecasts, and strategic plans to executive leadership.

Preferred candidate profile

• Education: Bachelors degree, certifications like COPC, LEAN, Sig Sigma are a plus
• Experience: Minimum of 8 years in call center management, with at least 3 years in Sr management leading a large account.
• Skills:
• Proven experience managing large, high-volume call centers (100+ agents preferred).
• Strong understanding of contact center technologies (e.g., CRM, ACD, WFM systems).
• Demonstrated success in coaching leaders, managing performance, and driving change.
• Exceptional analytical, organizational, and problem-solving skills.
• Excellent interpersonal and communication abilities, with a customer-first mindset.