Call Center Operations Leader

Mass Markets; Las Cruces (NM); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Paid Training

Job summary

Mass Markets is seeking a dynamic and experienced Call Center Operations Manager in Las Cruces, NM, to lead a team of supervisors in a fast-paced environment. This full-time position entails overseeing day-to-day operations, ensuring call quality, and mentoring staff, while driving performance and fostering a culture of excellence and accountability. Ideal candidates should have 5+ years of experience in call center management, strong leadership skills, and a proactive mindset geared towards achieving customer satisfaction and operational targets.

Qualifications

• Minimum 5 years of call center management experience.
• Strong leadership and staff development skills.
• Excellent interpersonal and communication abilities.
• Deep understanding of call center tools, KPIs, and SLA management.

Responsibilities

• Lead and mentor a team of call center supervisors overseeing inbound and outbound operations.
• Monitor and manage KPIs, performance metrics, and productivity standards.
• Develop strategies to ensure exceptional customer satisfaction across all interactions.
• Drive revenue and profitability growth within the call center.

Skills

Leadership

Customer Service

Performance Management

Conflict Resolution

Communication

Microsoft Office

Organizational Skills

Adaptability

Analytical Skills

Education

Associate’s degree

Job description

Mass Markets is seeking a dynamic and experienced Call Center Operations Manager in Las Cruces, NM, to lead a team of supervisors in a fast-paced environment. This full-time position entails overseeing day-to-day operations, ensuring call quality, and mentoring staff, while driving performance and fostering a culture of excellence and accountability. Ideal candidates should have 5+ years of experience in call center management, strong leadership skills, and a proactive mindset geared towards achieving customer satisfaction and operational targets.