Operations Manager – Call Center

About the role

The Operations Manager will lead a non‑exempt work group in a high‑volume inbound sales call center, ensuring daily productivity, service level compliance, and strong client relationships. You will supervise team leaders, drive performance, and support continuous improvement across all operational facets.

Key responsibilities

• Supervise, motivate and develop the team to consistently meet or exceed sales targets.
• Monitor attendance, performance metrics, and conduct regular performance appraisals.
• Handle day‑to‑day account management, issue resolution, and client‑related training.
• Analyze call‑center data, provide feedback, and implement process adjustments to meet SLA goals.
• Oversee staffing, hiring, and maintain accurate employee records.
• Conduct regular team meetings and communicate policy or client changes promptly.
• Address performance, behavior, and attendance issues using established management techniques.
• Ensure training needs of subordinates are met and act as subject‑matter expert.

Required profile

• Bachelor’s degree preferred.
• Minimum 2 years experience as an Operations or Program Manager in an inbound sales telecommunications environment.
• Strong communication, customer‑service and sales background.
• Proven leadership, interpersonal skills and a professional demeanor.
• AT&T certification (required for internal candidates).
• No escalation or corrective documentation in the past three months.
• Ability to work a split day‑off schedule.

Required skills