Senior Operations Manager

Job Summary

A company is looking for a Senior Operations Manager - Customer Service/Call Center.

Key Responsibilities

• Lead and manage teams of supervisors and agents to meet performance objectives
• Monitor and analyze individual and team performance, providing coaching and feedback
• Ensure compliance with client requirements and company policies while maintaining communication with clients

Required Qualifications

• Minimum of 4 years of management experience in operations or customer service within a call center
• At least 2 years of experience in coaching and developing team leads or supervisors
• Bachelor's degree in business administration, marketing, or a related field, or equivalent work experience
• Thorough knowledge of Avaya and proficiency in Microsoft Excel and Word
• Availability to work flexible hours, including weekends as needed