Call Center & Operations Manager

Job description

Call Center & Operations Manager On-site | San Diego, CA Position Summary: The Call Center & Operations Manager provides strategic and operational leadership across the contact center and broader operational functions. This role is responsible for driving service excellence, optimizing processes, managing vendor relationships, and supporting credit union partners. The position plays a key role in identifying system enhancements, implementing new technologies (including AI solutions), and ensuring operational readiness through testing, quality assurance, and continuous improvement. Key Responsibilities: Leadership & Operations: - Lead overall strategy and execution of call center and operational functions, aligning with organizational and credit union partner goals - Oversee daily operations, ensuring service levels, quality standards, and performance targets are consistently met - Proactively identify opportunities to improve systems, workflows, and service delivery - Drive a culture of continuous improvement, accountability, and operational excellence Credit Union Partner Support: - Serve as a key operational liaison to credit union partners - Attend credit union meetings, providi...