Remote Call Center Operations Manager

Job Summary

Leading the daily operations of a high-volume remote call center, the full-time Remote Call Center Operations Manager will ensure exceptional service delivery, operational efficiency, and compliance with organizational requirements while overseeing customer service performance and workforce activities.

Key responsibilities:

• Manage the daily operations of a 24x7x365 contact center to achieve service levels and performance objectives
• Provide leadership and direction to supervisors and operational support staff
• Serve as the primary point of contact for operational escalations and issue resolution

Required qualifications:

• Bachelor's degree from an accredited institution
• Minimum of six (6) years of experience managing contact center operations or a comparable operational environment
• Demonstrated experience leading high-performing teams in a customer-focused environment
• Experience managing operational performance metrics and process improvement initiatives
• Must meet security eligibility requirements