Call Center Operations Manager
About The Position
We are seeking an experienced Call Center Manager to lead and oversee a 24/7 call center operation, ensuring consistent, high-quality service to residents, employees, contractors, and vendors. The role is responsible for staffing, team development, performance management, service standards, incident response, and escalation resolution while monitoring operational metrics to drive efficiency and improve the customer experience. The successful candidate will bring a solutions-oriented mindset, strong technical aptitude, and a commitment to operational excellence and continuous improvement.
Requirements
- Proven supervisory experience in a high-volume call center or service maintenance environment.
- Strong communication and problem-solving skills.
- Proficiency with Microsoft 365 and service management platforms.
- Strong technical aptitude.
Nice To Haves
- Familiarity with emerging technologies.
- A solutions-oriented mindset.
- Commitment to operational excellence and continuous improvement.
Responsibilities
- Lead and oversee a 24/7 call center operation.
- Manage staffing, team development, and performance.
- Maintain service standards and ensure consistent, high-quality service.
- Coordinate incident response and resolve escalations.
- Monitor operational metrics to drive efficiency and improve the customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
