Operations Manager

Solera•Paducah, KY

3d•Onsite

About The Position

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com. The Role We are looking for a strategic and people-focused Operations Manager to oversee the day-to-day performance of our Call Center operations. You’ll be responsible for driving results through performance management, continuous improvement, and leadership development—ensuring that service levels, quality, and client expectations are consistently exceeded.

Requirements

5+ years in call center operations with at least 2 years in a management role, preferably in a high-volume environment.
Demonstrated ability to lead, coach, and develop high-performing teams.
Strong understanding of call center KPIs and experience driving team performance.
Ability to interpret operational data and generate actionable insights.
Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
Strong client management and communication skills with a proactive mindset.
Familiarity with legal, regulatory, and contractual requirements related to call center operations.
Comfortable using reporting tools, workforce management systems, and CRM platforms (e.g., Excel, Power BI, Salesforce).

Responsibilities

Monitor key performance indicators (KPIs) and take action to ensure business targets are consistently met.
Identify trends and performance gaps, and execute effective improvement strategies.
Implement initiatives to enhance operational efficiency, reduce costs, and improve service quality.
Lead change management efforts across teams and processes.
Coach and mentor Team Managers and other frontline leaders to build internal capability.
Create a culture of accountability, growth, and engagement within the team.
Deliver accurate and insightful reports on performance, trends, and operational initiatives.
Present data-driven updates to senior leadership and clients.
Maintain compliance with legal, contractual, and industry regulations.
Proactively identify and address potential operational risks.
Serve as the main point of contact for key clients, ensuring SLAs and contractual terms are met.
Resolve escalated client concerns with urgency and professionalism.