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Call Center Operations Manager

Please Note: The application deadline for this job has now passed.

Role Responsibility

  • Manage the performance of department supervisors
  • Oversee and manage the production of Traveler Support Reps and Customer Care Reps
  • Set and maintain productivity, quality and policy standards
  • On-going analysis of volume, trends, and overall workload
  • Ensure client calls and requests are processed timely and accurately
  • Monitor and manage recruiting and hiring as needed to meet necessary staffing levels
  • Be available during all hours of operation for escalations, both client and infrastructure
  • Analyze call center metrics, service levels, and other key performance indicators and recommend initiatives to improve performance
  • Payroll management
  • Provide consistent on-going recognition and accountability within the department
  • Assist the company plan and prepare for growth through developing process efficiencies and technological advancements
  • Implement and facilitate changes as needed
  • Support other departments ensuring our entire client base receives quality service
  • Other job duties as assigned

The Ideal Candidate

  • Bachelor’s degree or equivalent experience
  • 3+ years call center management experience
  • Strong organizational skills
  • Strong customer service orientation
  • Demonstrated ability to exercise strong business-oriented independent decision-making
  • Demonstrated ability to lead leaders
  • Strong working knowledge of Microsoft Office programs, particularly Excel, Word, and Outlook
  • A demonstrated commitment to high professional ethical standards and a diverse workplace
  • Excellent personal interaction, communication, and phone skills
  • High degree of initiative, personal responsibility and ownership
  • Ability to look at situations from several points of view and make appropriate decisions
  • Persuasive with details and facts
  • Delegate responsibilities effectively
  • Excels at operating in an fast pace, community environment
  • Preferred: Experience using call center management software such as Avaya, Cisco, and Verint


Package Description

Package Description:

If you are looking for a GREAT work environment with a GROWTH- ORIENTED company, look no further!

  • Benefits on the first of the month following your hire date- no matter when you are hired during the month!
  • Automatic enrollment into the 401k plan within your first thirty (30) days on the job:  no more waiting until you’ve been with the company for 1 year!
  • Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.
  • Fun environment with contests and prizes!
  • Inclusive environment that promotes career growth!
  • Monthly employee appreciation and wellness events!
  • Robust PTO policy including: major holidays, vacation, sick days, and personal days
  • Discounts at major wireless providers, wholesale grocery stores, and gyms
  • Philanthropic support with both local and national organizations


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