Call Center Operations Manager

Leading Edge Connections•Buffalo, NY

6d•$65,000•Onsite

About The Position

We are seeking an experienced Operations Manager to lead a high-volume, ticket-based e-commerce customer support operation for a nationally recognized consumer brand. This is a critical leadership role responsible for operational performance, quality execution, and team culture. The ideal candidate is a hands-on operator who thrives in fast-paced environments, consistently hits performance targets, and builds teams that take pride in delivering exceptional customer experiences. Operational Leadership: - Own day-to-day performance of a ticket-driven customer support operation - Ensure service levels, KPIs, and operational targets are consistently met or exceeded - Manage ticket volumes, backlog, and resolution timelines within Zendesk - Act as the primary escalation point for complex customer or system issues - Partner with Workforce, QA, and Training functions to maintain operational stability Quality & Customer Experience: - Drive high QA scores, customer satisfaction, and resolution accuracy - Monitor trends in ticket drivers, defects, and customer pain points - Ensure consistent brand voice, tone, and service standards - Lead QA calibrations and performance reviews using Zendesk reporting and insights Team Leadership & Culture: - Lead, coach, and develop Team Leads and frontline agents - Foster a high-performance culture built on accountability, ownership, and trust - Set clear expectations, provide direct feedback, and recognize strong performance - Reduce attrition by creating an engaging, fast-paced, and supportive environment - Maintain a strong leadership presence on the floor Partner & Stakeholder Management: - Serve as the primary point of contact for the partner organization - Own day-to-day communication, performance updates, and issue resolution - Prepare and present operational reporting, insights, and action plans - Proactively identify risks and opportunities and communicate mitigation plans - Support new initiatives, launches, and operational changes in partnership with stakeholders Process Improvement: - Improve workflows, macros, triggers, automations, and documentation within Zendesk - Use data to optimize solve rates, handle time, and customer outcomes - Champion continuous improvement across people, process, and performance

Requirements

5+ years of customer support or contact center operations leadership experience
Strong experience in ticket-based and/or e-commerce support environments
Hands-on experience managing teams in Zendesk
Proven success driving QA, customer experience, and resolution metrics
Experience leading Team Leads or Supervisors in high-volume operations
Strong analytical, problem-solving, and decision-making skills
Confident communicator with strong leadership presence and client-facing ability

Nice To Haves

Deep familiarity with Zendesk reporting, dashboards, and workflow optimization
Experience acting as a primary client or partner-facing operations lead
Experience supporting large, brand-sensitive or enterprise clients
Background in fast-growth or performance-driven environments
Experience scaling teams while maintaining quality and culture

Responsibilities

Own day-to-day performance of a ticket-driven customer support operation
Ensure service levels, KPIs, and operational targets are consistently met or exceeded
Manage ticket volumes, backlog, and resolution timelines within Zendesk
Act as the primary escalation point for complex customer or system issues
Partner with Workforce, QA, and Training functions to maintain operational stability
Drive high QA scores, customer satisfaction, and resolution accuracy
Monitor trends in ticket drivers, defects, and customer pain points
Ensure consistent brand voice, tone, and service standards
Lead QA calibrations and performance reviews using Zendesk reporting and insights
Lead, coach, and develop Team Leads and frontline agents
Foster a high-performance culture built on accountability, ownership, and trust
Set clear expectations, provide direct feedback, and recognize strong performance
Reduce attrition by creating an engaging, fast-paced, and supportive environment
Maintain a strong leadership presence on the floor
Serve as the primary point of contact for the partner organization
Own day-to-day communication, performance updates, and issue resolution
Prepare and present operational reporting, insights, and action plans
Proactively identify risks and opportunities and communicate mitigation plans
Support new initiatives, launches, and operational changes in partnership with stakeholders
Improve workflows, macros, triggers, automations, and documentation within Zendesk
Use data to optimize solve rates, handle time, and customer outcomes
Champion continuous improvement across people, process, and performance