Lead. Innovate. Drive Operational Excellence. We are searching for an experienced Call Center Operations Manager to lead a high-performing, customer-focused operations team. This senior leadership position is responsible for driving operational excellence, developing strategic initiatives, improving performance through technology and analytics, and building a culture of accountability, collaboration, and exceptional customer service. The ideal candidate is an experienced leader who thrives in a fast-paced environment, embraces innovation, develops high-performing teams, and is committed to delivering outstanding service. Position Summary The Operations Manager is responsible for planning, organizing, directing, and evaluating the daily operations of a critical service department. This role provides strategic leadership while ensuring operational efficiency, employee development, service quality, and achievement of organizational goals. Key Responsibilities Provide strategic leadership for the operations team by planning, organizing, directing, and evaluating departmental activities. Develop and execute initiatives that improve operational performance, increase efficiencies, and enhance the overall customer experience. Leverage technology, reporting, and data analytics to identify trends, improve service levels, and support data-driven decision making. Ensure operational systems, technology, and infrastructure remain reliable, functional, and capable of supporting departmental objectives. Research, evaluate, and implement new technologies and process improvements that integrate with existing business systems. Increase the effectiveness and efficiency of operational support services through continuous process improvement and cross-functional collaboration. Play a significant role in long-term strategic planning and initiatives focused on operational excellence. Provide leadership, coaching, mentoring, and support to supervisors and staff while fostering a positive, professional, and accountable work environment. Be available to support the department as business needs require, including employee concerns, operational issues, staffing shortages, training, and emergency situations. Lead employee development through regular coaching, performance evaluations, staff meetings, and ongoing training initiatives. Develop, implement, and maintain departmental policies, procedures, training programs, and work schedules. Ensure staff are informed of policy and procedure updates in a timely manner and monitor compliance. Review operational performance metrics and service standards with staff on a regular basis while encouraging continuous improvement and open communication. Establish clear performance expectations and ensure consistency in operational procedures and workflows. Hold employees accountable for attendance, productivity, performance, and adherence to company policies through consistent coaching and corrective action, up to and including termination when necessary. Coordinate operational response during severe weather, emergency events, or periods of unusually high demand to ensure appropriate staffing and effective communication. Resolve complex customer concerns professionally while ensuring issues are investigated, documented, and resolved promptly. Contribute to annual business planning, departmental budgeting, and organizational strategic initiatives. Maintain a thorough understanding of daily operational procedures and be willing to perform frontline operational responsibilities when business needs require. Qualifications Bachelor's degree in Business Administration, Operations Management, Communications, or a related field preferred (equivalent experience considered). Minimum of five years of progressive leadership experience in operations management, dispatch, customer service, call center leadership, logistics, transportation, or a similar fast-paced operational environment. Proven success leading teams while improving operational performance and customer satisfaction. Strong analytical skills with experience interpreting operational metrics and implementing process improvements. Demonstrated ability to leverage technology to improve efficiency and service delivery. Excellent leadership, communication, coaching, conflict resolution, and decision-making skills. Experience managing employee performance, scheduling, workforce planning, and staff development. Able to lead by example. Ability to remain calm under pressure while effectively managing multiple priorities and changing business demands. Strong proficiency with Microsoft Office and operational software systems. Experience using Salesforce or Salesforce Field Service Lightning(FSL) is desired but not mandatory. Preferred Leadership Competencies The successful candidate will demonstrate: Strategic thinking and sound business judgment. Exceptional leadership and employee development skills. A commitment to accountability and operational excellence. Strong organizational and project management abilities. A collaborative leadership style with excellent interpersonal skills. Customer-focused decision making. The ability to lead through change while maintaining employee engagement and high performance. Ability to lead by example Why Join Us? This is an outstanding opportunity to lead an essential operations team that directly impacts customer satisfaction and organizational success. You will have the opportunity to influence strategy, improve processes, develop talented employees, and lead meaningful operational improvements in a dynamic and service-driven organization.

Pay:

$70,000.00 - $75,000.00 per year

Benefits:

401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Education:

Bachelor's (Required)

Work Location:

In person