Call Center Operations Manager
On-siteWichita, Kansas, United States
Job Summary
Lead and mentor a team of 5–10 call center supervisors overseeing inbound and outbound operations, conducting regular business meetings for performance reviews and coaching. Monitor and manage KPIs, productivity standards, and workforce scheduling while driving revenue and profitability growth. Ensure call quality from start to finish through quality assurance efforts and foster a culture of accountability and continuous improvement. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting to maintain adherence to corporate policies and client account health. Manage hiring, coaching, and termination of staff, and ensure accurate and timely payroll submissions. Report to work at one of our physical contact center locations as a full-time, on-site position.
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
- Must be able to lift up to forty (40) pounds
Desired Qualifications
- Strong attention to detail
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