Operations Manager
Salary undisclosed
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About the Role:
We’re looking for a sharp, hands-on Operations Manager to keep things running smoothly and efficiently. This role is all about making sure our day-to-day operations are tight — from workflows and logistics to people and processes.
What You’ll Be Doing:
- Overseeing daily contact center operations to ensure smooth workflows, consistent service quality, and timely customer support
- Working closely with team leads, agents, and workforce management to align goals and optimize performance across shifts
- Monitoring key metrics and service levels — and using that data to drive decisions and improvements
- Identifying process gaps, technology issues, or training needs that may be impacting customer experience or team efficiency
- Managing scheduling, staffing, and real-time adjustments to ensure proper coverage without overstaffing
- Collaborating with HR and Training to onboard new agents and support ongoing development and coaching
- Helping implement new tools, software, or scripts that enhance agent productivity and customer satisfaction
- Handling escalations and working across departments to resolve customer issues quickly and effectively
- Supporting a positive, high-performing team culture that values accountability, transparency, and continuous learning
About the Role:
We’re looking for a sharp, hands-on Operations Manager to keep things running smoothly and efficiently. This role is all about making sure our day-to-day operations are tight — from workflows and logistics to people and processes.
What You’ll Be Doing:
- Overseeing daily contact center operations to ensure smooth workflows, consistent service quality, and timely customer support
- Working closely with team leads, agents, and workforce management to align goals and optimize performance across shifts
- Monitoring key metrics and service levels — and using that data to drive decisions and improvements
- Identifying process gaps, technology issues, or training needs that may be impacting customer experience or team efficiency
- Managing scheduling, staffing, and real-time adjustments to ensure proper coverage without overstaffing
- Collaborating with HR and Training to onboard new agents and support ongoing development and coaching
- Helping implement new tools, software, or scripts that enhance agent productivity and customer satisfaction
- Handling escalations and working across departments to resolve customer issues quickly and effectively
- Supporting a positive, high-performing team culture that values accountability, transparency, and continuous learning