Operations Manager

About the role

The Operations Manager will oversee the day‑to‑day functional supervision of a non‑exempt work group within an inbound sales telecommunications account. This role ensures productivity, service level goals, and strong client relationships while supporting organizational policies and performance standards.

Key responsibilities

• Supervise, lead and inspire the team to meet or exceed sales targets.
• Develop team leads and monitor staff for performance improvement.
• Manage daily account issues and provide training, development, and regular appraisals.
• Monitor, measure, report and analyze call‑centre data to drive performance.
• Address performance, behavior, and attendance issues using prescribed management techniques.
• Handle personnel, payroll, and TKS matters.
• Conduct annual performance appraisals and oversee staffing and hiring.
• Maintain employee records and review CMS statistics daily.
• Provide subject‑matter expertise and ensure training needs are met.
• Adjust operations to meet service‑level agreements under supervision.
• Resolve escalated customer issues and communicate process changes to the team.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years experience as an Operations/Program Manager in inbound sales telecom.
• Strong communication, customer service and sales background.
• Leadership and interpersonal skills with a professional demeanor.
• AT&T certification (for internal candidates) required.
• No escalation or corrective documentation in the past 3 months.
• Ability to work on a split day‑off schedule.

Required skills

What we offer

• Opportunity to lead a dynamic call‑center team.
• Professional development and leadership growth.