Operations Manager - Call Center

Responsibilities

• Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.
• Provide ongoing coaching, training, motivation, accountability, and performance management to team members and leaders.
• Ensure timely completion of performance evaluations and delivery of corrective actions in accordance with company policy.
• Conduct interviews and support staffing decisions for the client program.
• Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.
• Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.
• Build and maintain strong working relationships with internal departments, external partners, and clients.
• Ensure clear, consistent communication and implementation of all client program updates and changes.
• Partner with the Quality Manager to align operational practices with client expectations and quality standards.
• Serve as the primary point of contact for daily client communications, providing updates, feedback, and recommendations.
• Ensure full understanding and compliance with all contractual obligations, including participation in RFP/RAB processes as needed.
• Support prospective client presentations and business development initiatives.
• Aid in the preparation and management of monthly and annual program budgets.
• Oversee financial processes, including payroll, accounts payable, accruals, revenue tracking, expense reporting, and invoice generation and approval.
• Lead staffing forecasts, scheduling, and volume projections using the call center’s workforce management tools.
• Identify opportunities for continuous improvement, best practices, and revenue growth.
• Develop and support short- and long-term business planning for the client program.
• Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.
• Perform additional duties as assigned by management.

Qualifications

• Minimum of two (2) years of call center experience; prior supervisory experience required.
• High School Diploma or GED required; college degree in Management or a related field preferred.
• Self-motivated, enthusiastic, and ambitious with a strong leadership mindset.
• Proven ability to train, coach, and motivate others.
• Demonstrated knowledge of company policies and the ability to apply them consistently.
• Strong multitasking, time management, and organizational skills.
• Excellent verbal and written communication skills, with the ability to speak clearly and write concisely.
• Effective listening skills with the ability to interpret and manage a constant flow of information.
• Proven capability to handle difficult customer interactions and respond effectively to inquiries.
• Strong problem-solving skills and the ability to address issues as they arise.
• Demonstrated ability to perform effectively in a high-stress, fast-changing environment.
• Consistent adherence to company policies, procedures, work schedules, and punctuality requirements.
• Willingness to travel to any of the program’s three site locations as needed, sometimes with short notice.
• Flexibility to work remotely on occasion while maintaining regular in-office leadership presence.
• Availability for evening or weekend work as needed to support program and team continuity.
• Comfort and effectiveness in managing onsite and remote employees while maintaining visibility, engagement, and accountability.