We are looking for a call center operations manager to lead a team of customer service agents in delivering high-quality, responsive, and efficient service. This role requires strong leadership, coaching skills, and the ability to thrive in a fast-paced, performance-driven environment. As a frontline leader, you will ensure service level targets are met, staff are engaged, and customer satisfaction remains a top priority.
*key responsibilities*
*team supervision & performance management*
- oversee a team of 10-20 call center agents, monitoring attendance, adherence, and productivity.
- track and report daily kpis (aht, call resolution, qa scores, attendance, etc.).
- conduct regular coaching, performance reviews, and one-on-ones.
*training & onboarding*
- support new hire onboarding and provide on-the-job training.
- identify skill gaps and coordinate with the training department to improve performance.
*customer experience & quality assurance*
- ensure calls and customer interactions meet quality standards.
- handle escalated calls and resolve customer complaints promptly and professionally.
*scheduling & workforce coordination*
- assist with shift scheduling and real-time adherence to ensure coverage.
- coordinate with wfm and hr teams on scheduling, leave, and attendance issues.
*reporting & communication*
- submit daily/weekly reports on team performance, issues, and trends.
- act as a communication link between agents and upper management.
*qualifications*
- high school diploma or equivalent required (bachelor's degree preferred).
- 3+ years of experience in a call center environment, with at least 1 year in a leadership or senior agent role.
- strong knowledge of call center kpis, customer service processes, and escalation procedures.
- proficient in spanish; intermediate to advanced english required.
- excellent communication, coaching, and conflict resolution skills.
- familiarity with call center tools (e.g., crm systems, phone systems, workforce management software).
*preferred skills*
- experience in bilingual call centers or u.s.based campaigns
- working knowledge of qa tools and real-time monitoring dashboards
- strong multitasking and time management abilities
pay: $26,000.00 - $31,000.00 per month
work location: in person