.**IMPORTANT - ESSENTIAL REQUIREMENT TO APPLY: Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.****All resumes should be submitted in English, resumes in Spanish will be discarded.**The **Operations Call Center Manager** is responsible for overseeing the daily operations of the call center to ensure the delivery of excellent customer service, efficient processes, and achievement of performance targets. This role requires managing a team of supervisors, agents, and support staff while optimizing workflows and ensuring compliance with company policies and regulations.**KEY RESPONSIBILITIES**:Operations Management:- Plan, organize, and oversee call center operations, ensuring effective and efficient use of resources.- Monitor and analyze call metrics (e.G., average handling time, call abandonment rates, first call resolution) to identify trends and implement improvements.- Develop and execute strategies to enhance customer satisfaction, service quality, and operational efficiency.Team Leadership and Development:- Support recruit, train, and supervise call center staff, including supervisors, team leaders and agents.- Conduct performance evaluations and provide coaching to improve skills and productivity.- Foster a positive work environment and maintain team motivation through recognition and incentives.Process Improvement:- Identify and address gaps in processes, tools, or resources that hinder operational performance.- Collaborate with other departments (e.G., IT, Quality Assurance) to implement new systems or update existing ones.- Ensure adherence to all standard operating procedures (SOPs) and compliance regulations.Customer Experience Management:- Act as the escalation point for complex or unresolved customer issues.- Ensure the call center delivers a seamless and customer-centric experience.- Collect and analyze customer feedback to drive service improvements.Reporting and Analytics:- Prepare and present regular reports on operational performance, team productivity, and customer satisfaction metrics.- Use data-driven insights to forecast staffing needs and allocate resources effectively.- Set and monitor key performance indicators (KPIs) to achieve organizational goals.**SKILLS AND KNOWLEDGE QUALIFICATIONS**Education and Experience:- Bachelor's degree in Business Administration, Management, or related field (preferred).- Minimum 5 years of experience in a call center environment, with at least 3 years in a managerial or supervisory role.Skills and Competencies:- Strong leadership and team management skills.- Excellent communication and interpersonal abilities.- Proficiency in call center management software and reporting tools (e.G., CRM systems, workforce management tools).- Analytical mindset with the ability to use data for decision-making.- Strong problem-solving and conflict-resolution skills.Personal Attributes:- High level of professionalism and integrity