Call Center Operations Leader — AI-Driven Performance

Solera Holdings, LLC.; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Solera Holdings, LLC. is seeking an experienced Operations Manager to lead high-volume call center operations in a fast-paced, metrics-driven environment.

The role focuses on performance, leadership development, process improvement, client delivery, and accountability. You will translate business priorities into daily execution, develop frontline leaders, and drive continuous improvement to ensure service levels, quality, compliance, and client expectations are consistently met.

Qualifications

• 5+ years of call center or operations leadership experience.
• 2+ years leading supervisors or frontline leaders.
• Proven success managing operational KPIs and driving performance improvement.
• Experience 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, and customer experience.
• Identify performance trends, risks, and gaps while implementing 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.
• Lead continuous improvement initiatives and champion AI-enabled tools adoption.
• Utilize data and insights to anticipate challenges and implement measurable solutions.

Skills

Call center leadership

Performance management

Data analysis

Process improvement

Job description

Solera Holdings, LLC. is seeking an experienced Operations Manager to lead high-volume call center operations in a fast-paced, metrics-driven environment.

The role focuses on performance, leadership development, process improvement, client delivery, and accountability. You will translate business priorities into daily execution, develop frontline leaders, and drive continuous improvement to ensure service levels, quality, compliance, and client expectations are consistently met.