Interim Operations Manager

About the role

The Interim Operations Manager will lead a non‑exempt work group in a high‑volume inbound sales call centre, ensuring service level agreements are met while maintaining strong client relationships. This temporary position focuses on supervising team leaders, driving performance, and supporting continuous improvement.

Key responsibilities

• Supervise, motivate and develop team leads to achieve and exceed sales targets.
• Monitor daily attendance, performance metrics and identify development needs.
• Handle day‑to‑day account management and resolve escalated customer issues.
• Conduct regular performance appraisals and maintain employee records.
• Review CMS statistics, provide feedback and adjust operations to meet SLA requirements.
• Oversee staffing, hiring, payroll and personnel issues.
• Deliver client‑related training and act as subject‑matter expert for the team.
• Facilitate regular team meetings and communicate process changes promptly.

Required profile

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

Required skills

What we offer

• Opportunity to lead a dynamic call‑centre team on an interim basis.
• Exposure to telecom client projects and performance‑driven environment.