Call Center Operations Manager (Blue Ash, OH)

Green Dot Corporation•Cincinnati, OH

1d•Onsite

About The Position

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> JOB DESCRIPTION Location Requirement This role is required to work in the Blue Ash, OH office (M-F). Job Summary The Call Center Operations Manager is responsible for leading high-volume, customer-obsessed contact center operations in our Cincinnati site. This role drives daily execution across service levels, quality, employee engagement, and customer satisfaction. The ideal candidate thrives in fast-paced environments, balances data with empathy, and understands that operational excellence begins with agent experience. This leader will oversee ~50-100 frontline agents and team leads, ensuring a culture rooted in accountability, continuous improvement, and exceptional customer care. What Success Looks Like • Consistent achievement of SLA and CSAT targets • Increased agent engagement and retention • Reduced operational friction and improved customer sentiment • Strong leadership bench development

Requirements

5+ years contact center leadership experience in high-volume environments
Proven success managing teams of 40+ agents
Strong command of KPIs (SLA, CSAT, AHT, QA, occupancy, shrinkage)
Experience leading through change and rapid growth
Exceptional communication and coaching skills
Ability to work in the U.S. without sponsorship
Ability to meet the location requirement outlined above

Nice To Haves

Bachelor's degree

Responsibilities

Lead day-to-day call center operations to meet or exceed KPIs including SLA, ASA, AHT, CSAT, Quality, and adherence
Analyze volume trends and staffing alignment in partnership with Workforce Management
Drive rapid response plans during volume surges or service disruptions
Identify process improvement opportunities to reduce friction in the customer journey
Champion a “customer-first” mindset across all levels of the site
Leverage VOC (Voice of Customer) data to improve service outcomes
Partner cross-functionally to escalate systemic product or experience issues
Develop, coach, and mentor frontline leaders
Build a high-performance culture rooted in accountability and recognition
Drive employee engagement initiatives to improve retention and performance
Lead performance management with clarity, fairness, and data-backed decision-making
Deliver weekly and monthly business reviews highlighting trends, risks, and opportunities
Translate operational data into actionable insights
Partner with senior leadership to align local strategy with enterprise objectives