Contact Center Operations Manager
About The Position
Fortuity is seeking an experienced Operations Manager to help lead contact center operations and drive agent performance. This role is accountable for operational execution, financial performance, workforce optimization, compliance oversight, and client satisfaction. The Operations Manager translates strategic objectives into measurable results by managing supervisors, developing frontline leaders, and ensuring consistent delivery against service-level agreements (SLAs) and key performance indicators (KPIs). This is a senior-level leadership role requiring strong business acumen, data-driven decision-making, and the ability to manage performance in a fast-paced, regulated, multi-client environment.
Requirements
- Bachelor’s degree preferred; equivalent operational leadership experience required
- 5+ years of contact center leadership experience
- Experience managing multiple teams or programs simultaneously
- Strong understanding of contact center metrics and financial drivers
- Demonstrated ability to lead in a KPI-driven environment
- Advanced analytical skills and proficiency in Excel and reporting tools
- Strong executive-level communication and presentation skills
- Ability to manage competing priorities and drive results under pressure
Nice To Haves
- Experience in regulated industries (financial services, healthcare, government contracts) preferred
Responsibilities
- Operational Leadership
- Lead and oversee a contact center team through direct management of Supervisors and their agents
- Drive performance against KPIs including: Service Level Quality Assurance Customer Satisfaction (CSAT) Schedule Adherence Absenteeism Retention Productivity metrics
- Ensure consistent execution of operational standards and best practices
- Identify operational risks and implement mitigation strategies
- Financial & Workforce Management
- Manage program profitability including labor costs, attrition impact, and productivity optimization
- Partner with Workforce Management to align staffing models with forecasted demand
- Analyze operational data to improve efficiency and reduce waste
- Support budgeting, forecasting, and performance variance analysis
- Client & Stakeholder Partnership
- Serve as a primary operational point of contact for client relationships as assigned
- Participate in business reviews, performance updates, and corrective action planning
- Ensure contract compliance and service delivery standards are met or exceeded
- Support RFP responses, ramp plans, and program transitions as needed
- Leadership & Talent Development
- Develop Supervisors through structured coaching, leadership training, and accountability measures
- Drive employee engagement, retention strategies, and performance culture
- Oversee corrective action processes in partnership with HR
- Ensure succession planning and bench strength development
- Compliance & Risk Management
- Ensure adherence to regulatory, privacy, and security standards as applicable to client programs
- Maintain audit readiness and documentation accuracy
- Reinforce policy compliance across all operational levels
Benefits
- 401(k)
- Health, Dental and Vision insurance
- Paid time off and Holidays
- Company paid Life Insurance
- Company paid Short- and Long-Term Disability
- Company paid Mental Health/Counseling Sessions
- Emergency transportation assistance, emergency child-friendly workstations
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What This Job Offers
Job Type
Full-time
Career Level
Manager
