AI-Driven Call Center Operations Leader

Solera; Jacksonville (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Solera is seeking an experienced Operations Manager to lead high-volume call center operations with a focus on performance, leadership development, process improvement, client delivery, and accountability. This role translates business priorities into daily execution, develops frontline leaders, drives continuous improvement, and ensures service levels, quality, compliance, and client expectations are met.

The ideal candidate will coach leaders to measurable outcomes, drive operational

Qualifications

• 5+ years of call center, contact center, BPO, customer service, claims, or operations leadership experience.
• 2+ years leading supervisors, team managers, or frontline leaders.
• Proven success managing operational KPIs and driving performance improvement.
• Experience leading teams in a fast-paced, metric-driven environment.

Responsibilities

• Drive daily execution of operational and client performance objectives.
• Monitor KPIs including service level, quality, productivity, attendance, customer experience, and efficiency metrics.
• Identify performance trends, risks, and gaps and implement corrective actions.
• Partner with Workforce Management, Quality, Training, and Client Services to achieve business objectives.
• Hold leaders accountable for performance outcomes and execution of action plans.
• Drive initiatives that improve efficiency, service quality, customer experience, and operational effectiveness.
• Lead process improvements, change management activities, and operational transformation efforts.
• Champion adoption of AI-enabled tools, automation, analytics, and emerging technologies.
• Leverage data, AI-enabled insights, and operational expertise to anticipate challenges and implement solutions.
• Coach, mentor, and develop Supervisors, Team Leads, and frontline leaders.
• Build leadership capability in performance management, accountability, employee engagement, and operational execution.
• Conduct regular coaching sessions, performance reviews, and development planning activities.
• Foster a culture of ownership, collaboration, continuous learning, and high performance.
• Demonstrate business ownership by identifying root causes, presenting solutions, and driving measurable results.
• Identify succession opportunities and strengthen the leadership pipeline.
• Analyse operational data and performance trends to drive informed decision-making.
• Deliver clear and actionable business insights to senior leadership and clients.
• Utilize reporting tools and dashboards to track performance and improvement efforts.
• Ensure reporting accuracy, consistency, and alignment with business objectives.
• Ensure compliance with company policies, client requirements, regulatory standards, and operational procedures.
• Partner with HR, Compliance, and Quality teams to address operational and employee-related risks.
• Maintain audit readiness and reinforce documentation, process, and quality standards.
• Proactively identify and mitigate operational risks before they impact performance.
• Support client relationships through consistent operational performance and transparent communication.
• Participate in client reviews, performance discussions, and escalation management activities.
• Ensure contractual obligations, service levels, and client expectations are consistently met.
• Resolve escalated operational and customer concerns with urgency and professionalism.

Skills

Call center leadership

Operational leadership

Performance management

Data analysis

Coaching & development

Job description

Solera is seeking an experienced Operations Manager to lead high-volume call center operations with a focus on performance, leadership development, process improvement, client delivery, and accountability. This role translates business priorities into daily execution, develops frontline leaders, drives continuous improvement, and ensures service levels, quality, compliance, and client expectations are met.

The ideal candidate will coach leaders to measurable outcomes, drive operational