Operations Manager

Solera•Paducah, KY

20d

About The Position

Solera is seeking a strategic, people-focused Operations Manager to oversee the day-to-day performance of its Call Center operations. The role drives results through performance management, continuous improvement, and leadership development, ensuring service levels, quality, and client expectations are consistently exceeded. The Operations Manager monitors operational performance, identifies trends and gaps, implements improvement initiatives, develops frontline leaders, and delivers performance reporting and insights to senior leadership and clients. The position also maintains compliance with relevant requirements, mitigates operational risks, and manages key client relationships, including meeting SLAs and contractual terms and resolving escalated concerns. Responsibilities and company needs may change over time, and the description is not comprehensive or exhaustive.

Requirements

5+ years in call center operations, including at least 2 years in a management role.
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.
Comfort using reporting tools, workforce management systems, and CRM platforms, such as Excel, Power BI, and Salesforce.

Nice To Haves

Experience in a high-volume call center environment.

Responsibilities

Monitor key performance indicators 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.