Contact Center Operations Manager

Job Summary

Managing day-to-day operations of a remote call center, the full-time Contact Center Operations Manager will oversee staff safety, operational efficiency, and service quality while supporting a team of 500 to 1,000 agents and professionals.

Key responsibilities

• Oversee daily call center operations, ensuring compliance with client service commitments and operational efficiency
• Develop and implement operational practices to foster positive employer-employee-client relationships and high employee morale
• Manage human resources functions including recruiting, training, development, and retention of staff

Required qualifications

• Bachelor's degree from an accredited college or university or equivalent work experience
• 5-7 years of call center management experience, including 2 years in operations management
• Experience in strategic initiative development and implementation, particularly in operational policies and work process improvements
• Proficiency in Microsoft Office, particularly Excel and Outlook
• Strong analytical skills with the ability to drive change and manage long-term projects