Operations Manager – Call Center Team Lead

About the role

The Operations Manager will lead a non‑exempt work group in a call‑center environment, overseeing daily activities, attendance, and performance. This role ensures that service levels and productivity targets are consistently met while maintaining strong client relationships.

Key responsibilities

• Supervise team leaders and their representatives to deliver quality client services.
• Monitor, measure, report and analyse call‑center data to drive performance improvements.
• Identify and resolve performance, behavior, or attendance issues using established management techniques.
• Handle staffing, hiring and onboarding of new team members.
• Provide subject‑matter expertise and lead regular team meetings.
• Communicate process and client changes to direct reports within required timelines.

Required profile

• Bachelor’s degree (any field) preferred.
• Minimum of 2 years experience as an Operations or Program Manager.
• Strong understanding of employee motivation, key performance indicators and performance‑driven behaviour.
• Ability to problem‑solve independently, make fast high‑quality decisions and manage escalations.
• Excellent communication, leadership and interpersonal skills.
• Flexibility to work a graveyard or shifting schedule.

Required skills

• Report creation, interpretation and analysis.
• Performance‑metrics monitoring.