Call Center Operations Manager


Senior Level




Athear is currently seeking an experienced Operations Manager to oversee our call center operations. This role will be responsible for managing day-to-day activities, optimizing processes, and ensuring the delivery of high-quality service to our clients. The ideal candidate will have a strong background in call center management, excellent leadership skills, and a proven track record of driving operational excellence.


·         Oversee the day-to-day operations of the call center, including staffing, scheduling, and performance management, to ensure efficient and effective service delivery.

·         Develop and implement operational policies, procedures, and best practices to optimize call center performance and enhance customer satisfaction.

·         Monitor key performance indicators (KPIs), such as call volume, average handle time, and service level, and take corrective action as needed to meet or exceed targets.

·         Lead and motivate a team of call center agents and supervisors, providing coaching, feedback, and support to help them achieve their goals and deliver exceptional service.

·         Conduct regular performance evaluations, set performance goals, and provide ongoing training and development opportunities to improve team performance and productivity.

·         Collaborate with other departments, such as Quality Assurance, Training, and IT, to identify and address operational issues, implement process improvements, and ensure alignment with organizational goals.

·         Analyze data and trends to identify opportunities for operational improvement, cost reduction, and revenue generation, and develop and implement strategies to capitalize on these opportunities.

·         Ensure compliance with all relevant regulations, policies, and procedures, including data security, privacy, and quality standards.

·         Prepare and present regular reports and updates on call center performance, operational metrics, and improvement initiatives to senior management.


·         Bachelor's degree in Business Administration, Management, or a related field; MBA or equivalent is a plus.

·         Minimum of [7] years of experience in call center management, with a proven track record of success in driving operational excellence and delivering results.

·         Strong leadership and management skills, with the ability to inspire and motivate a diverse team to achieve common goals.

·         Excellent communication and interpersonal skills, with the ability to interact effectively with employees, clients, and stakeholders at all levels of the organization.

·         Deep understanding of call center operations, including workforce management, quality assurance, and performance metrics.

·         Proven ability to analyze data, identify trends and opportunities, and develop and implement strategies to improve operational performance.

·         Experience with call center technology and software, such as CRM systems, workforce management tools, and reporting and analytics platforms.

·         Strong problem-solving skills and the ability to think strategically, anticipate challenges, and develop innovative solutions.

·         Results-oriented mindset, with a focus on continuous improvement and achieving measurable outcomes.

·         Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities and deadlines.


Fluent in English