Call Center Operations Manager
$55,000–$65,000 year
On-siteLouisville, Kentucky, United States
Job Summary
Oversee daily operations of the ORB program in Louisville KY, ensuring service level agreements are met and driving performance across multiple teams. Manage and mentor program supervisors, team leaders, and senior staff while establishing employee goals, conducting performance reviews, and planning schedules to maximize productivity. Coordinate facility resources, implement operational procedures, and monitor KPIs and metrics through data-driven analysis. Liaise with client stakeholders, senior leadership, and support departments to resolve queries, mitigate risks, and improve processes. Collaborate with HR on recruitment and placement while managing operational budgets and financial targets.
Required Qualifications
- Bachelor's Degree preferably in Business, Management & leadership, or any related field
- Minimum 3 years' experience in a related field
- 5 or more years of BPO management
- Strong understanding of call center metrics and reporting tools
Desired Qualifications
- Organizational Effectiveness and Operations Management
- Business Management Principles and Practices
- Financial and Accounting Principles and Practices
- Human Resource Principles and Practices
- Project Management Principles and Practices
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