Senior Operations Manager

Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a highly skilled Senior Operations Manager to lead our call center operations and drive impactful improvements.

The Senior Operations Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring optimal performance, efficiency, and adherence to service-level agreements (SLAs). The ideal candidate will have significant experience in managing large call center teams, optimizing processes, and implementing strategies to achieve operational excellence.

Key Responsibilities

1. Manage call center operations, ensuring all processes align with company goals and customer satisfaction metrics.
2. Lead and mentor a team of Operations Supervisors, Team Leads, and Agents, fostering a positive and productive work environment.
3. Monitor team performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreements (SLAs), and customer satisfaction (CSAT) scores.
4. Analyze current workflows to identify areas for improvement and implement best practices to enhance efficiency and reduce costs.
5. Work with workforce management, scheduling, and resource allocation to optimize staffing levels and ensure coverage during peak periods.
6. Work with QA to develop and implement quality control measures to ensure compliance with company policies, procedures, and industry standards.
7. Collaborate with cross-functional teams, including Talent Acquisition, IT, and Training, to support operational initiatives and address challenges.
8. Utilize data-driven insights to generate performance reports, identify trends, and make informed decisions to improve operations.
9. Proactively identify operational risks and develop mitigation plans to ensure business continuity.

Required Skills & Qualifications

1. Bachelor’s degree in Business Administration, Operations Management, or a related field.
2. 5+ years of experience in operations management within a call center or customer support environment.
3. Proven experience in leading large teams and managing complex operational projects.
4. Expertise in using call center technologies (e.g., Five9, Genesys, Avaya) and CRM systems (e.g., Salesforce, Zendesk).
5. Strong leadership and people management capabilities.
6. Excellent analytical, problem-solving, and decision-making skills.
7. Proficiency in data analysis and reporting tools (e.g., Excel, Power BI).
8. Outstanding communication, negotiation, and conflict resolution abilities.
9. Ability to thrive in a fast-paced, target-driven environment.
10. Lean Six Sigma, PMP, or other operational management certifications are preferred.

Preferred Qualifications

1. Experience in a high-volume, inbound/outbound call center environment.
2. Proven ability to implement process improvements and operational efficiencies.
3. Familiarity with workforce management tools (e.g., NICE, Verint) and scheduling optimization.