Operations Manager, Call Center
Job Description:
• Lead & Develop Teams by directly managing multiple Call Center Managers.
• Build a culture of accountability, collaboration, and high performance.
• Oversee all contact center KPIs, including telephony metrics and client performance metrics.
• Analyze trends and implement strategies to exceed performance targets.
• Partner with Workforce Management and Quality teams to optimize staffing and quality programs.
• Translate organizational goals into actionable plans for managers and frontline teams.
• Lead initiatives to enhance customer experience and client satisfaction.
• Ensure compliance with regulatory requirements and client contractual obligations.
• Deliver clear, actionable performance reports to senior leadership.
• Represent the contact center in cross-functional meetings and client discussions.
Requirements:
• Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred).
• 5+ years of leadership experience in a contact center environment, including 2+ years in operations management.
• Proven success managing large-scale or multi-site contact center operations.
• Strong analytical, leadership, and communication skills.
• Expertise in contact center technologies and performance management tools.
Benefits:
• comprehensive medical, vision, dental, and life
• AD&D
• short-term and long-term disability insurance
• sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• tuition assistance
• fifteen days Paid Time Off (PTO) in the first year
• 11 paid holidays plus 3 floating days
• 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave
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• Lead & Develop Teams by directly managing multiple Call Center Managers.
• Build a culture of accountability, collaboration, and high performance.
• Oversee all contact center KPIs, including telephony metrics and client performance metrics.
• Analyze trends and implement strategies to exceed performance targets.
• Partner with Workforce Management and Quality teams to optimize staffing and quality programs.
• Translate organizational goals into actionable plans for managers and frontline teams.
• Lead initiatives to enhance customer experience and client satisfaction.
• Ensure compliance with regulatory requirements and client contractual obligations.
• Deliver clear, actionable performance reports to senior leadership.
• Represent the contact center in cross-functional meetings and client discussions.
Requirements:
• Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred).
• 5+ years of leadership experience in a contact center environment, including 2+ years in operations management.
• Proven success managing large-scale or multi-site contact center operations.
• Strong analytical, leadership, and communication skills.
• Expertise in contact center technologies and performance management tools.
Benefits:
• comprehensive medical, vision, dental, and life
• AD&D
• short-term and long-term disability insurance
• sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• tuition assistance
• fifteen days Paid Time Off (PTO) in the first year
• 11 paid holidays plus 3 floating days
• 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave
Apply tot his job
Apply To this Job