Operations Manager

About the role

The Operations Manager will supervise a non‑exempt work group, ensuring day‑to‑day functional oversight, productivity, and service level goals. This role also involves managing team leaders, maintaining client relationships, and driving continuous improvement in call‑center performance.

Key responsibilities

• Supervise, lead and inspire the team to meet or exceed sales targets.
• Develop team leads, monitor staff performance, and conduct regular appraisals.
• Manage daily account issues, resolve escalated customer problems, and ensure compliance with service level agreements.
• Review CMS statistics, provide feedback, and adjust operations as needed.
• Handle staffing, hiring, payroll, and personnel matters.

Required profile

• Bachelor’s degree preferred.
• Minimum 2 years experience as an Operations/Program Manager in inbound sales telecommunications.
• Strong communication, customer service, and sales background.
• Leadership by example, professional demeanor, and up‑to‑date management skills.
• Willingness to work a split day‑off schedule.

Required skills

• AT&T certification (for internal candidates).