Call Center Operations Manager
On-siteSavannah, Georgia, 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. Monitor and manage KPIs, productivity standards, and workforce management including scheduling and goal setting. Coach staff on customer service best practices, drive revenue and profitability growth, and ensure adherence to corporate policies through collaboration with Quality Assurance, Training, IT, and Recruiting. Manage hiring, coaching, and termination of staff while ensuring accurate payroll submissions. Analyze team performance to identify trends and improvement areas, fostering a culture of accountability and continuous improvement.
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
- Must be able to lift 40 pounds
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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.