Our organization is seeking an experienced operations leader to oversee the daily performance and strategic direction of our call center.this role ensures service levels, quality, and productivity goals are met while driving employee engagement and client satisfaction.operational leadershipmanage day-to-day call center operations across assigned campaigns/sites.ensure adherence to slas, compliance standards, and client requirements.coordinate with workforce management to optimize staffing and schedules.the ideal candidate will possess strong leadership skills, excellent communication abilities, and the capacity to work effectively in a fast-paced environment.key responsibilities:operational oversightdevelop and implement strategies to enhance operational efficiency and effectiveness.lead and manage teams of supervisors, team leaders, and support staff.foster a culture of accountability, collaboration, and continuous improvement.requirements:bachelor's degree in business administration or related field (desired).5+ years of call center management experience (bpo or multi-campaign preferred).
proven ability to manage large teams *+ agents).
strong knowledge of wfm systems, crm tools, and reporting dashboards.bilingual (english/spanish) highly desired.competencies:results-driven with strong analytical skills.ability to thrive in a fast-paced, high-volume environment.strong interpersonal and conflict resolution skills.