Call Center Operations Manager
HFD
full-time
Posted on:
Location Type: Hybrid
Location: Dallas/Fort Worth • Texas • United States
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Salary
💰 $70,000 - $95,000 per year
About the role
- Oversee daily call center operations to achieve service levels, productivity targets, and quality standards
- Lead, coach, and develop Team Leads and Customer Support Representatives
- Conduct regular performance reviews and structured call evaluations
- Manage BPO partner relationships
- Ensure adherence to Service Level Agreements and company policies
- Support quality programs and continuous process improvements
Requirements
- Minimum 5 years of call center operations experience
- At least 2 years managing Team Leads and frontline agents
- Experience managing or partnering with BPO vendors
- Strong understanding of call center KPIs
- Excellent communication, coaching, and leadership skills
- Proficiency in Microsoft Excel at a beginner or intermediate level
Benefits
- Medical, Dental, Vision Insurance
- 401k with 4% company match
- Unlimited PTO
- 6 days of paid sick time
- 6 paid holidays
- 1 floating holiday
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center operationsperformance reviewscall evaluationsBPO managementcall center KPIsMicrosoft Excel
Soft Skills
leadershipcoachingcommunication