Operations Manager

Job Summary:

We are seeking a results-driven and strategic Operations Manager to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.

Key Responsibilities:

• Manage and lead a team of supervisors, team leads, and call center agents.
• Oversee daily operations, including workforce scheduling, queue management, and service level performance.
• Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
• Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
• Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
• Handle escalations and complex customer issues as needed.
• Ensure compliance with company policies, data protection laws, and regulatory requirements.
• Prepare and present operational reports to senior leadership.
• Foster a positive, motivated, and performance-driven culture within the team.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• 3+ years of experience in call center operations, with at least 2 years in a leadership role.
• Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
• Proven ability to lead and develop high-performing teams.
• Excellent communication, problem-solving, and decision-making skills.
• Data-driven mindset with strong analytical skills.
• Ability to work under pressure and manage multiple priorities.

Preferred Skills:

• Experience with remote/hybrid teams.
• Lean Six Sigma or other process improvement certifications.
• Familiarity with omnichannel support (phone, email, chat, social media).
• Able to work on site with flexible schedule.