Site Operations Manager – Trainee

About the role

The Site Operations Manager – Trainee will oversee the day‑to‑day functional supervision of a non‑exempt work group within a telecommunications call centre. Reporting to senior management, you will ensure productivity, service‑level targets and client satisfaction are consistently met while fostering a collaborative team environment.

Key responsibilities

• Supervise, lead and inspire the team to achieve and exceed sales and service targets.
• Monitor attendance, performance, and behavioural issues, applying prescribed performance‑management techniques.
• Conduct regular performance appraisals, identify development needs and provide training.
• Maintain employee records, manage staffing and hiring processes.
• Review daily CMS statistics, analyse data and deliver constructive feedback to improve call‑centre performance.
• Resolve escalated customer issues and ensure compliance with client‑specific processes.
• Hold regular team meetings and communicate process or client changes promptly.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum 2 years experience as an Operations or Program Manager in an inbound sales telecommunications environment.
• Strong communication, leadership and interpersonal abilities.
• Professional demeanor with a sense of urgency and responsibility.
• Clean disciplinary record – no escalation or corrective documentation in the past 3 months.

Required skills

• AT&T certification (required for internal candidates).