Call Center Operations Manager

About the Role

The Call Center Operations Manager oversees the ORB program in Louisville, KY, ensuring daily operations meet service level agreements (SLAs) and driving performance across multiple teams. This role demands strong leadership, strategic thinking, and a deep understanding of call center dynamics to deliver exceptional customer service and operational efficiency.

Responsibilities

• Leadership and People Management
  • Benchmark corporate leadership capabilities and provide a leadership development roadmap.
  • Promote a company culture that encourages top performance and high morale.
  • Plan employee schedules to meet customer SLAs.
  • Coach and develop the leadership team.
  • Establish employee goals, conduct performance reviews, and provide career development.
  • Demonstrate leadership, people management, communication, and influencing skills at the managerial level.
  • Practice assertive and objective communication with top management and direct reports.
  • Align with core values outlined by executive management and cascade them to subordinates.
• Coordination and Supervision
  • Coordinate, manage, and monitor the activities of operational teams, including team leaders and supporting departments.
• Operations Management
  • Administer business practices to maximize efficiency and convert resources into services.
  • Ensure program supervisors, team leaders, and members have the tools and knowledge to deliver exceptional service.
  • Provide leadership and mentoring to program supervisors, team leaders, and senior staff.
  • Ensure adherence to processes, procedures, company/client policies, and service business rules.
  • Ensure compliance with legal requirements and SLA/KPI targets.
  • Coordinate facility resources through workforce planning and hardware/software allocation.
  • Identify and implement operational best practices and continuous improvement initiatives.
  • Execute department processes and projects, conducting post-evaluation surveys for data-driven improvements.
  • Ensure client/program processes and metrics are consistently improving.
  • Proactively manage operations teams to achieve KPIs and metrics.
• Best Practices
  • Improve processes and policies to support organizational goals.
  • Implement and maintain operational policies to maximize output.
  • Monitor adherence to rules, regulations, and procedures.
• Production
  • Coordinate and monitor the work of teams to achieve production incentives.
  • Monitor performance, implement improvements, and ensure product quality.
• Internal Communication
  • Use effective communication and information-sharing channels.
  • Facilitate activities for exchanging opinions and insights.
  • Liaise with other departments to resolve queries and troubleshoot issues.
  • Develop and maintain a communication and engagement model for business performance.
  • Collaborate with departments to execute client requirements (e.g., hiring requests).
• Human Resources
  • Collaborate with HR in recruitment, staff placement, and maintaining organizational structures.
  • Delegate tasks, establish work schedules, supervise staff, and evaluate performance.
• Customer Management
  • Provide leadership and mentoring to improve customer interactions.
  • Ensure compliance with legal requirements and improve customer/employee satisfaction.
  • Work closely with clients to rectify audit risks.
  • Proactively manage overall performance by attending client-related meetings.
  • Deliver client KPIs, service levels, customer experience, quality, and compliance measures.
  • Ensure team managers are calibrated with current coaching and mentoring standards.
• Business Development and Financial Management
  • Propose initiatives to increase revenue, business expansion, and profitability.
  • Identify trends and assess opportunities for process improvements.
  • Promote and mitigate risks associated with processes and procedures.
  • Assess production, profitability, and resource reports to recommend efficiencies.
  • Manage operational costs through cross-training, performance targets, and employee engagement.
  • Formulate ideas for continuous growth and present them to management.
  • Identify opportunities for service and process improvements.
  • Implement and revise the Business Continuity Plan as necessary.
  • Set S.M.A.R.T. goals for department processes and review existing procedures.
  • Ensure profitability of large or multiple lines of business by meeting client KPIs.
  • Provide strategic direction for growth, process improvements, and new business opportunities.
  • Utilize financial data to improve profitability and assist in budget preparation.
  • Control inventory and plan strategies for the company's financial well-being.
• Strategic Input
  • Liaise with senior leadership (e.g., SVP Asia-Pacific, VP of IT) to develop strategic plans.
  • Implement and manage operational plans.

Requirements

• Education: Bachelor’s degree in Business, Management & Leadership, or a related field.
• Experience:
  • Minimum 3 years in a related field.
  • 5+ years of BPO management experience preferred.
  • Strong understanding of call center metrics and reporting tools.
• Skills and Knowledge:
  • Organizational effectiveness and operations management.
  • Business management principles and practices.
  • Financial and accounting principles.
  • Human resource principles and practices.
  • Project management principles and practices.

Work Environment

• Physical Demands:
  • Prolonged periods sitting at a desk and working on a computer.
  • Reasonable accommodations may be made for individuals with disabilities.
• Communication:
  • Interact with peers, leverage team strengths, and encourage open cooperation.
• Noise Level: Maintain minimal noise to avoid distractions.
• Lighting and Temperature: Optimal environment to prevent discomfort or eyesight issues.
• Seating and Desks: Personal working space provided to minimize physical stress.