Call Center & Operations Manager

Knight Insurance Group • San Diego, CA

9h • $80,000 - $120,000 • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience)
• 7+ years of call center and/or operations leadership experience, including managing leaders
• Proven track record of driving operational performance, process improvement, and system enhancements
• Experience with vendor management and contract oversight
• Strong understanding of technology platforms, CRM systems, and emerging tools (including AI solutions)
• Excellent analytical, leadership, and communication skills

Nice To Haves

• Experience working with or supporting financial institutions or credit unions preferred

Responsibilities

• 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
• Serve as a key operational liaison to credit union partners
• Attend credit union meetings, providing updates, insights, and operational support
• Evaluate, respond to, and help resolve credit union issues in a timely and professional manner
• Identify trends or recurring challenges and recommend scalable solutions
• Analyze operational data and call center metrics to drive decision-making
• Prepare and present regular performance reports to leadership
• Develop and manage budgets, forecasts, and staffing plans
• Implement strategies to improve productivity, quality, and customer satisfaction
• Hire, train, coach, and evaluate call center staff and supervisors
• Establish clear performance expectations and accountability measures and conduct regular performance reviews
• Foster a high-performing, engaged, and service-driven team culture
• Support vendor relationships, including coordination of contracts, performance tracking, and renewals
• Help monitor vendor performance against service expectations, SLAs, and cost efficiency goals
• Support oversight of call center systems, CRM platforms, and operational tools
• Assist in evaluating and implementing new technologies, including AI-driven call solutions
• Partner with IT and stakeholders to help recommend and prioritize system enhancements
• Encourage user adoption and alignment with operational needs
• Lead process improvement initiatives to enhance efficiency, accuracy, and scalability
• Oversee QA programs to ensure consistent service quality and compliance
• Provide recommendations for system and process improvements based on testing outcomes and user feedback
• Support departmental budgets, forecasts, and resource planning
• Optimize staffing and operational costs while maintaining service excellence
• Ensure effective allocation of resources to meet business objectives
• Ensure adherence to company policies, procedures, and applicable regulatory requirements
• Maintain strong internal controls and audit readiness
• Identify operational risks and implement mitigation strategies

Benefits

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees