Operations Manager, Call Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of a 24/7/365 contact center environment, ensuring that service levels and performance targets are consistently met.

• Provide leadership, guidance, and supervision to supervisors and operational support personnel.

• Ensure adherence to organizational policies, procedures, service standards, and contractual obligations.

• Manage customer service operations, including staffing, workforce utilization, scheduling, facility support, and operational readiness.

• Act as the main point of contact for operational escalations, service interruptions, and problem resolution.

• Work in tandem with information technology teams during the planning, execution, testing, and roll-out of system enhancements and operational improvements.

• Ensure that operational systems, workflows, and technologies are operating efficiently and aligning with business goals.

• Promote a culture of accountability, continuous improvement, customer service excellence, and operational efficiency.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• A bachelor's degree from an accredited institution.

• At least six (6) years of experience in managing contact center operations, customer service operations, or a similar operational environment.

• Proven experience in leading high-performing teams within a dynamic, customer-centric environment.

• Proficiency in managing operational performance metrics, workforce planning, service delivery, and process enhancement initiatives.

• Must fulfill security eligibility criteria.

🏝️ Benefits

• TechOp Solutions is an Equal Opportunity Employer and does not discriminate based on actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws.