Call Center Operations Manager

Operations Manager – Commercial & Public Sector Clients

Full‑time, local, on‑site position focused on coaching and developing a team of 5‑10 supervisors and ensuring the performance of the call center.

Managers in this role coach and develop a team of 5‑10 supervisors and are directly responsible for the performance of their team. Candidates should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, with customer service, technical support, or back‑office experience preferred.

• Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Manage overall performance and productivity of direct reports.
• Oversee weekly payroll review and submission to ensure correct entries.
• Drive revenue and profit growth originating from the call center.
• Meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and act on performance trends.
• Communicate key messages effectively to keep direct reports informed of process changes.
  
  Provide regular feedback to supervisors on performance wins and improvement areas.
• Work with other departments such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure world‑class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Handle hiring, coaching, and termination of call center employees.
• Be a subject‑matter expert on client business.
• Manage remote employees as needed.

Required

• 18 years of age or older.
• High school diploma or equivalent.
• Experience with data entry utilizing a computer.
• Fluent reading and speaking English.
• Wired high‑speed internet connection (download speed ≥20
  
  Mbps).
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (≥20wpm).
• Work regular scheduled shifts within operating hours, including training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new systems.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer‑service oriented (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships with team and customers.

Preferred (Not Required)

• 1year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
• State or federal work experience.

Salary range: $50,000 – $60,000 per year, commensurate with experience. Regular performance reviews and raises. Paid time off, paid holidays, paid training. Incentive program with monetary awards, prizes (computers, tablets, phones, TVs, trips, tickets, cars). Full‑time benefits after 90 days, with optional medical plan after 30 days.

Professional office environment; largely sedentary. Requires frequent sitting/standing, use of computer and telephone headset, occasional movement and lifting up to 40pounds.

• Authorized to work in the United States or Canada.
• Willing to submit to a LevelII background/security investigation with fingerprint.
• Willing to…