Operations Manager

First Call • White House, TN

13d • Hybrid

About The Position

Are you a hands-on operations leader who thrives on managing high-performing teams and driving operational efficiency? We're seeking an Operations Manager to oversee the day-to-day operations of our call center, ensuring smooth workflows, team development, and service excellence. You will supervise Team Leaders and Customer Service Representatives, provide guidance and performance management, and implement process improvements that enhance both employee experience and client satisfaction.

Requirements

• High School Diploma or GED required
• 3+ years' experience in operations or customer service; 1 - 2 years of quality assurance preferred
• At least 2 years' experience leading large-scale operations teams, with a proven ability to inspire and guide multiple Team Leaders and frontline staff toward organizational goals
• Skilled in process improvement, operational efficiency, and performance monitoring
• Strong written and verbal communication skills; able to provide feedback professionally
• Proficient with Microsoft Word, Excel, and call center performance metrics

Responsibilities

• Oversee daily call center activities to ensure efficiency and high performance
• Supervise Team Leaders and Customer Service Representatives, providing coaching and guidance
• Monitor staff performance, deliver feedback, and implement corrective actions as needed
• Ensure all operations comply with company policies and procedures
• Analyze reports and metrics to identify trends, areas for improvement, and opportunities for growth
• Allocate resources effectively to meet operational demands and service level agreements
• Identify and implement process enhancements to improve efficiency and customer satisfaction
• Collaborate with other managers to ensure alignment and support across departments
• Escalate operational trends or concerns to the Director of Operations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED