Senior Operations Manager

Required Skills & Experience

5+ years of call center/contact center operations experience 3+ years of leadership or management experience within a call center environment Previous experience managing Team Leads, Supervisors, or frontline people leaders Proven experience leading a high-volume inbound customer service operation Strong understanding of contact center KPIs, including AHT, adherence, ACW, QA, productivity, attendance, call volume, and escalations Experience using operational data and KPIs to identify performance gaps and drive improvement Strong background in coaching, performance management, and employee accountability Experience working closely with workforce management, training, and quality teams Strong client-facing communication and escalation management skills Ability to operate effectively in a fast-paced environment with changing priorities

Nice to Have Skills & Experience

Experience supporting a large enterprise contact center Managed services or BPO experience Experience managing large or rapidly scaling customer service teams Experience with workforce planning and high-volume hiring or training ramps Experience managing remote or distributed teams Utility, energy, telecommunications, financial services, insurance, or another high-volume customer service background Experience with Salesforce Service Cloud or similar CRM/contact center platforms

Job Description

We are seeking an experienced Operations Manager to lead the day-to-day operations of a large-scale customer care program. This individual will be responsible for driving contact center performance, leading and developing frontline leadership, managing operational KPIs, and ensuring the program delivers a consistent, high-quality customer experience. The ideal candidate has strong hands-on experience managing high-volume contact center operations and understands how staffing, productivity, quality, coaching, and employee performance work together to drive results.