Operations Manager – Call Centre

About the role

The Operations Manager will supervise a non‑exempt work group, ensuring daily productivity, service level goals, and high‑quality client relationships in a telecommunications call centre environment.

Key responsibilities

• Lead, inspire and develop team leads to meet or exceed sales and performance targets.
• Monitor staff performance, attendance, and developmental needs; conduct regular appraisals.
• Manage day‑to‑day account issues, resolve escalated customer problems, and ensure compliance with service level agreements.
• Oversee staffing, hiring, payroll, and employee records; maintain CMS statistics and provide feedback.

Required profile

• Bachelor’s degree preferred.
• Minimum 2 years experience as an Operations or Program Manager in an inbound sales telecommunications account.
• Strong communication, customer service, and sales background.
• AT&T certification (for internal candidates) and no escalation or corrective documentation in the past 3 months.

Required skills

• AT&T certification.