Operations Manager, Call Center

Job description

About the Role We are seeking a dynamic Operations Manager to lead and optimize our LiveCall Contact Center operations. This role is critical to ensuring exceptional performance across multiple teams and delivering outstanding results for our clients. You will manage a group of Call Center Managers, provide mentorship and strategic guidance, and drive operational excellence through data-driven decision-making and continuous improvement. What You’ll Do: Lead & Develop Teams: · Directly manage multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship. · Build a culture of accountability, collaboration, and high performance. Drive Operational Excellence: · Oversee all contact center KPIs, including telephony metrics (service level, AHT, abandonment) and client performance metrics (quality scores, compliance, ordering accuracy, revenue). · Analyze trends and implement strategies to exceed performance targets. · Partner with Workforce Management and Quality teams to optimize staffing and quality programs. Strategic Leadership: · Translate organizational goals into actionable plans for managers and frontline teams. · Lead initiatives to enhance custome...