Call Center Operations Manager
On-siteLas Cruces, New Mexico, United States
Job Summary
Lead and mentor a team of 5–10 supervisors overseeing inbound and outbound operations, conducting regular business meetings for performance reviews and coaching to ensure maximum quality and production. Monitor and manage KPIs, productivity standards, and workforce management including scheduling and goal setting while driving revenue and profitability growth. Coach staff on customer service best practices, lead quality assurance efforts, and manage hiring, coaching, and termination of team members. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting to ensure adherence to corporate policies and client account health. Ensure accurate and timely payroll submissions and analyze team performance to identify trends and improvement areas.
Required Qualifications
- Minimum 5 years of call center management experience
- Associate's degree or equivalent combination of education and experience
- Strong leadership and staff development skills
- Excellent interpersonal and communication abilities
- Advanced proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
- Proven ability to drive performance and meet sales and service targets
- Deep understanding of call center tools, KPIs, and SLA management
- Effective conflict resolution skills for both customer and employee issues
- Strong organizational, time management, and multitasking capabilities
- Adaptability in a fast-paced, evolving environment
- Clear, concise communication both written and verbal
- A proactive, solution-oriented mindset with a passion for excellence
- Ability to prioritize and execute tasks independently
- Strong accountability and performance management skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Lead and mentor a team of call center supervisors overseeing inbound and outbound operations
- Coach supervisors on customer service best practices and operational excellence
- Monitor and manage KPIs, performance metrics, and productivity standards
- Foster a culture of accountability, continuous improvement, and high performance
- Oversee workforce management, including scheduling and performance goal setting
- Develop strategies to ensure exceptional customer satisfaction across all interactions
- Motivate and develop teams to maximize sales and service opportunities
- Ensure accurate and timely payroll submissions
- Drive revenue and profitability growth within the call center
- Analyze team and individual performance to identify trends and improvement areas
- Communicate process updates and key initiatives clearly and effectively
- Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
- Lead quality assurance efforts to maintain world-class service standards
- Manage hiring, coaching, and, when necessary, termination of staff
- Serve as a subject matter expert on client-specific operations
- Manage remote team members as needed
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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