Operations Manager, Call Center

TechOp Solutions International

Operations Manager leading day-to-day operations of a high-volume remote call center. Ensuring service delivery, compliance, and performance metrics are achieved while providing leadership to operational staff.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing contact center operations, ensuring compliance with service standards, and leading high-performing teams. Proficient in operational performance metrics, workforce planning, and process improvement initiatives.

Highest-signal resume keywords

Contact Center Operations ManagementLeadership and Team DevelopmentOperational Performance MetricsWorkforce PlanningProcess Improvement Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReadinessService Level ManagementCustomer Service OperationsIssue ResolutionCompliance Management

Soft Skills

CollaborationAccountabilityContinuous ImprovementCustomer Service Excellence

Tools & Technologies

Operational SystemsWorkforce Utilization Tools

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

24x7x365 EnvironmentService StandardsContractual Requirements

About the role

Key responsibilities & impact

Manage the daily operations of a 24x7x365 contact center environment, ensuring service levels and performance objectives are consistently achieved.
Provide leadership, direction, and oversight to supervisors and operational support staff.
Ensure compliance with organizational policies, procedures, service standards, and contractual requirements.
Oversee customer service operations, staffing, workforce utilization, scheduling, facility support, and operational readiness.
Serve as the primary point of contact for operational escalations, service disruptions, and issue resolution.
Collaborate with information technology teams during the planning, implementation, testing, and deployment of system enhancements and operational improvements.
Ensure operational systems, workflows, and technologies are functioning efficiently and supporting business objectives.
Foster a culture of accountability, continuous improvement, customer service excellence, and operational effectiveness.
Perform additional duties as assigned

Requirements

What you’ll need

Bachelor's degree from an accredited institution.
Minimum of six (6) years of experience managing contact center operations, customer service operations, or a comparable operational environment.
Demonstrated experience leading high-performing teams in a fast-paced, customer-focused environment.
Experience managing operational performance metrics, workforce planning, service delivery, and process improvement initiatives
Must meet security eligibility requirements.

Benefits

Comp & perks

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.