Call Center Operations Lead — SLA & Team Growth

Global Agility Solutions; Louisville (KY); On-site; USD 70,000 - 100,000; Full time

Job summary

Global Agility Solutions in Louisville, KY, seeks an Call Center Operations Manager to oversee the ORB program, drive performance, and ensure SLA adherence across multiple teams. You will lead teams, optimize staffing, and align operations with client expectations.

The role requires strategic leadership, strong communication, and a proven track record in call center operations to deliver exceptional service and efficiency.

Qualifications

• Proven leadership and people management skills.
• Experience meeting customer SLAs and driving performance.
• Strong understanding of call center metrics and reporting.

Responsibilities

• Lead and develop multiple operational teams to meet SLA requirements.
• Coordinate resources and schedules to optimize staffing and performance.
• Monitor KPIs and drive continuous improvement across programs.

Skills

Leadership

People management

SLA management

Team coordination

Strategic thinking

Education

Bachelor's degree in Business/Management

Job description

Global Agility Solutions in Louisville, KY, seeks an Call Center Operations Manager to oversee the ORB program, drive performance, and ensure SLA adherence across multiple teams. You will lead teams, optimize staffing, and align operations with client expectations.

The role requires strategic leadership, strong communication, and a proven track record in call center operations to deliver exceptional service and efficiency.