Call Center Operations Manager

Job Summary

A company is looking for a Call Center Operations Manager - Midwest.

Key Responsibilities

• Oversee daily call center operations to meet service levels, productivity targets, and quality standards
• Lead, coach, and develop Team Leads and Customer Support Representatives
• Manage BPO partner relationships and ensure compliance with performance expectations

Required Qualifications

• Minimum 5 years of call center operations experience, including 2 years in a management role
• Experience managing or partnering with BPO vendors
• Strong understanding of call center KPIs and performance improvement strategies
• Demonstrated skill in data analysis and process improvement implementation
• Proficiency in Microsoft Excel at a beginner or intermediate level