Job Description

We are a fast-growing services organization seeking a dynamic and results-driven Manager of Call Center Operations to lead and inspire a large team. This is a critical leadership role responsible for managing call center operations, driving vendor performance, optimizing customer experience, and integrating operations with marketing and sales initiatives. The ideal candidate will have a strong background in call center management, vendor relations, operational strategy, and team leadership.

Key Responsibilities:

Vendor Management & Operations

• Lead and manage internal and external call center teams to ensure productivity, exceptional customer service, and high-quality experiences for both our organization and partner brands.
• Drive vendor performance by launching new partnerships, managing underperforming vendors, and optimizing costs while maintaining service quality.
• Develop and implement key call center metrics, training programs, and operating procedures to enhance performance.
• Oversee recruitment and workforce management efforts to ensure alignment with business goals and service-level agreements (SLAs).
• Establish and refine operational policies and procedures, equipping teams with the necessary tools, training, and knowledge for success.
• Monitor and optimize staffing, scheduling, and call handling to achieve service-level and operational goals.
• Develop and manage incentive structures that align with business objectives, promoting revenue growth and cost efficiency.

Insights & Technology

• Collaborate with the technology team to enhance call center applications and hardware based on business needs.
• Analyze and report on key performance indicators (KPIs) such as conversion rates, efficiency, and digital lead engagement.
• Standardize performance reporting across all call centers and provide actionable insights to improve operations.

Marketing & Sales Integration

• Partner with the Marketing team to align call center operations with marketing campaigns and sales initiatives, ensuring KPI achievement and optimizing the customer journey.
• Improve warm transfer processes to Regional Directors and boost sales through online channels and chat functions.
• Develop up-selling and cross-selling strategies to maximize revenue from leads that do not qualify for primary services.

Team Leadership

• Lead and mentor a high-performing team focused on analytics, reporting, operations, and training.
• Provide coaching, support, and clear communication to promote team growth and success, both in on-site and remote environments.
• Evaluate the feasibility of establishing an internal call center model and lead pilot programs to assess its effectiveness.

Qualifications:

• 5–7 years of leadership experience in call center operations or customer care, with a focus on vendor management, operational efficiency, and customer experience.
• Proven track record of managing large teams and meeting service-level and business objectives.
• Expertise in developing and managing KPIs, performance metrics, and operational reporting.
• Strong understanding of call center technology and experience working with IT teams on system improvements.
• Experience in marketing, sales integration, and up-selling/cross-selling strategies.
• Excellent leadership, communication, and problem-solving skills.

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