Operations Manager, Call Center

Job Description: • Lead & Develop Teams by directly managing multiple Call Center Managers. • Build a culture of accountability, collaboration, and high performance. • Oversee all contact center KPIs, including telephony metrics and client performance metrics. • Analyze trends and implement strategies to exceed performance targets. • Partner with Workforce Management and Quality teams to optimize staffing and quality programs. • Translate organizational goals into actionable plans for managers and frontline teams. • Lead initiatives to enhance customer experience and client satisfaction. • Ensure compliance with regulatory requirements and client contractual obligations. • Deliver clear, actionable performance reports to senior leadership. • Represent the contact center in cross-functional meetings and client discussions. Requirements: • Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred). • 5+ years of leadership experience in a contact center environment, including 2+ years in operations management. • Proven success managing large-scale or multi-site contact center operations. • Strong analytical, leadership, and communication skills. • Expertise in contact center technologies and performance management tools. Benefits: • comprehensive medical, vision, dental, and life • AD&D • short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • fifteen days Paid Time Off (PTO) in the first year • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave Apply tot his job Apply To this Job