Call Center Operations Manager
On-siteKilleen, Texas, United States
Job Summary
Lead and mentor a team of 5–10 supervisors overseeing inbound and outbound operations, coaching staff on customer service best practices and operational excellence. Monitor and manage KPIs, performance metrics, and productivity standards while overseeing workforce management, including scheduling and performance goal setting. Develop strategies to ensure exceptional customer satisfaction, drive revenue and profitability growth, and analyze team performance to identify improvement areas. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting to lead quality assurance efforts and manage hiring, coaching, and termination of staff. Ensure accurate and timely payroll submissions and serve as a subject matter expert on client-specific operations. Manage remote team members as needed and perform other duties as assigned.
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
- The ideal candidate would share and understand the high-growth objectives of the company
- This position requires an advanced degree of leadership, creative thinking, and dedication to people
- The ability to professionally represent the organization internally and client-facing
- The right candidate will exhibit good business judgment and acumen
- be comfortable collaborating with other departments and locations throughout the organization
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 fingerprint
- Must be willing to submit to drug screening
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