Call Center Operations Manager

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Develop, execute, evaluate, and enhance daily inbound call center operations.

• Meet and surpass client expectations in accordance with established policies and procedures.

• Supervise everyday call center activities and business planning.

• Ensure the safety of staff, physical site security, human resource development, operational efficiency, and service quality.

• Manage operations for approximately 500-1,000 call center agents, technology professionals, and project managers.

• Create operational practices that foster positive relationships among employers, employees, and clients, while enhancing employee morale.

• Oversee compliance and reporting, which includes forecasting call volumes, staffing needs, client service commitments, budgets, and payroll as compared to forecasted hours.

• Direct center-wide recruiting, training, development, and retention efforts.

• Manage and develop staff in human resources, training, facilities, and IT.

• Participate in the TP USA management team.

• Uphold high standards of ethical and professional conduct.

• Develop and oversee the operational budget.

• Carry out other related tasks as assigned.

⛳️ Requirements

• Bachelor’s degree from an accredited institution or equivalent professional experience.

• 5-7 years of experience in call center management, including two years in operations management.

• Proven experience in the development and implementation of strategic initiatives.

• Skilled in creating operating policies and procedures and enhancing work processes.

• Experience managing operations for 500-1,000 FTE staff across multiple client programs.

• Strong analytical capabilities.

• Ability to instigate change and manage long-term projects effectively.

• Excellent verbal, listening, and written communication skills.

• Exceptional interpersonal abilities.

• Proficiency in Microsoft Office, particularly with advanced Outlook functions and complex Excel capabilities.

• Must reside within the United States.

• Must be eligible to work in the United States without the need for sponsorship.

🏝️ Benefits

• Comprehensive health benefits, which may encompass medical, vision, and dental coverage.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs as applicable.

• Competitive 401(K) plans.

• Life insurance.

• Supplemental medical coverage.

• Critical care insurance.

• Pet insurance.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.