Lead. Support. Coach. Make an Impact.
We are seeking an experienced Call Center Operations Manager to oversee the daily operations of a fast-paced, customer-focused team. This hands-on leadership role is responsible for ensuring efficient daily operations, coaching and developing employees, maintaining service standards, and fostering a positive, accountable work environment.
The ideal candidate is a motivated leader who enjoys working alongside their team, thrives in a fast-paced environment, and is committed to delivering outstanding customer service while supporting employee success.
Position Summary
The Operations Manager is responsible for supervising the day-to-day operations of the department by coordinating staff, monitoring performance, maintaining service quality, and ensuring company policies and procedures are followed. This position provides leadership, guidance, and support to employees while working closely with management to achieve departmental goals.
Key Responsibilities
- Supervise the daily operations of the department to ensure service levels, productivity, and quality standards are consistently met.
- Provide ongoing coaching, guidance, and support to employees to encourage professional growth and strong performance.
- Monitor employee attendance, productivity, and adherence to company policies and procedures.
- Conduct regular performance discussions, provide constructive feedback, and assist with performance evaluations.
- Address employee performance concerns through coaching and corrective action when necessary.
- Assist with interviewing, onboarding, and training new employees.
- Help develop and maintain departmental training materials, procedures, and schedules.
- Ensure employees remain informed of policy, procedure, and operational updates.
- Monitor workload, staffing levels, and scheduling to ensure appropriate coverage throughout the day.
- Assist in coordinating staffing during severe weather, emergencies, or periods of high call volume.
- Review operational reports and performance metrics to identify trends and recommend process improvements.
- Work closely with management to implement new procedures and improve operational efficiency.
- Resolve escalated customer concerns professionally and ensure issues are documented and followed through to resolution.
- Foster a positive, collaborative, and team-oriented work environment built on accountability and excellent customer service.
- Maintain a strong understanding of daily operational procedures and perform frontline responsibilities as needed to support the team.
- Communicate effectively with other departments to ensure smooth day-to-day operations.
- Promote a culture of continuous improvement, teamwork, and exceptional service.
Qualifications
- Associate's degree or equivalent work experience preferred.
- Minimum of three years of leadership or supervisory experience in a call center, dispatch, customer service, logistics, transportation, or similar fast-paced environment.
- Demonstrated ability to coach, motivate, and develop employees.
- Strong organizational, problem-solving, and decision-making skills.
- Experience monitoring performance metrics and identifying opportunities for improvement.
- Excellent communication and interpersonal skills.
- Ability to prioritize multiple tasks and remain calm under pressure.
- Experience with workforce scheduling and coordinating daily operations.
- Proficiency with Microsoft Office and operational software systems.
- Experience using Salesforce or Salesforce Field Service Lightning (FSL) is preferred but not required.
Preferred Leadership Competencies
The successful candidate will demonstrate:
- Strong leadership and coaching abilities.
- Excellent communication and interpersonal skills.
- A commitment to accountability and teamwork.
- Sound judgment and effective decision-making.
- Strong organizational and time management skills.
- A customer-first mindset.
- Flexibility and adaptability in a fast-paced operational environment.
- The ability to lead by example and support team success.
Why Join Us?
This is an excellent opportunity to play a key leadership role in a fast-paced operations environment. As an Operations Supervisor, you'll help guide a dedicated team, contribute to exceptional customer service, support employee development, and make a meaningful impact on the department's daily success.
Pay: $70,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Salesforce: 1 year (Preferred)
Ability to Commute:
- Albany, NY 12209 (Required)
Work Location: In person
