Call Center Operations Manager (Blue Ash, OH)

Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. > > > > > > > > > > JOB DESCRIPTION: Location Requirement: This role is required to work in the Blue Ash, OH office (M-F). Job Summary: The Call Center Operations Manager is responsible for leading high-volume, customer-obsessed contact center operations in our Cincinnati site. This role drives daily execution across service levels, quality, employee engagement, and customer satisfaction. The ideal candidate thrives in fast-paced environments, balances data with empathy, and understands that operational excellence begins with agent experience. This leader will oversee ~50-100 frontline agents and team leads, ensuring a culture rooted in accountability, continuous improvement, and exceptional customer care. What Success Looks Like: - Consistent achievement of SLA and CSAT targets - Increased agent engagement and retention - Reduced operational friction and improved customer sentiment - Strong leadership bench development Key Responsibilities: Operational Excellence: - Lead day-to-day call center operations to meet or exceed KPIs including SLA, ASA, A...