On-Site Operations Manager
About The Position
The On-Site Operations Manager facilitates project performance across key indicators, including quality, sales and service, staffing levels, attrition, attendance, and profitability. The role directly manages Operations Project Coaches, fosters employee leadership, and promotes a culture of outstanding customer service. This position is based on-site at Afni’s Tucson, Arizona contact center. The manager analyzes and presents program data to improve performance and quality, reviews operational reports, and supports resource planning and client reviews. The role oversees daily center operations, project teams, department spending, and operational budget planning and analysis. It also maintains client communications and coordinates policies, procedures, objectives, and training among corporate teams, staff, and clients. The manager leads employee development and performance management, including hiring decisions, termination requests, time authorizations, performance appraisals, coaching, and timely handling of performance concerns. The role communicates potential performance issues and solutions to the Center Director.
Requirements
- Bachelor's degree or 3–5 years of relevant customer service or sales experience in a call center environment.
- Previous experience developing leaders.
- Demonstrated ability to collaborate and build cross-functional relationships.
- Proven budgetary and P&L experience.
- Strong verbal and written communication skills.
- Ability to handle multiple tasks and work with shifting priorities.
- Proficiency with Microsoft Office.
- Ability to work a flexible schedule, including nights and weekends.
Nice To Haves
- Experience in a high-volume, metric-driven environment.
- Management or leadership experience.
- Intimate knowledge of inbound and outbound processes and the motivational skills to drive customer satisfaction.
- Strong organizational and planning skills.
Responsibilities
- Collect, analyze, and present program data to improve project performance and quality.
- Analyze daily, weekly, and monthly reports to assess status and recommend future resource planning; provide data for client-operations reviews by required deadlines.
- Manage center resources and daily operations to identify cost reductions and improve customer call quality.
- Maintain open communication with clients to support high levels of customer service.
- Manage project teams and department spending while maximizing KPI achievement; assist with operational budget adherence, planning, and analysis.
- Coordinate communication of policies, procedures, project objectives, and training among corporate, staff, and clients.
- Document and assist with implementing center policies and procedures.
- Motivate, empower, and provide timely feedback to staff; facilitate leadership development.
- Make project hiring decisions, submit termination requests, authorize time, prepare and present performance appraisals, and coach subordinates in professional development.
- Address staff performance issues promptly and professionally, and communicate potential issues and proposed solutions to the Center Director.
Benefits
- Comprehensive medical, dental, vision, life, and disability benefits
- 401(k) with company match
- Paid time off and holiday benefits
- Training, coaching, and career development opportunities
- Internal advancement and growth opportunities
- Competitive pay and performance-based incentives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
