Call Center Operations Leader: Customer Experience & Growth

Dividend; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Dividend is seeking an experienced Call Center Operations Manager in Cincinnati to lead the customer support team and coordinate staffing across shifts. You will drive service quality, efficiency, and risk management while aligning with bank policies.

Responsibilities include defining strategies, designing systems, monitoring performance, budgeting, and reporting. The role demands strong leadership, communication, and a customer-first mindset in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years' experience as a call center manager.
• Strong leadership and staff development skills.
• Excellent verbal and written communication.
• Proven customer service orientation and team focus.

Responsibilities

• Define call center strategies by needs assessments and standards.
• Develop systems for customer interaction and voice networks.
• Monitor performance and resolve problems.
• Manage budgeting and scheduling to meet financial goals.
• Prepare call center performance reports.
• Stay current on call center management trends.
• Drive ownership and value through new requests.
• Perform other duties as assigned.

Skills

Call center management

Staff development

Leadership

Time management

Communication

Customer service

Teamwork

Relationship building

MS Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Word

PowerPoint

Excel

Job description

Dividend is seeking an experienced Call Center Operations Manager in Cincinnati to lead the customer support team and coordinate staffing across shifts. You will drive service quality, efficiency, and risk management while aligning with bank policies.

Responsibilities include defining strategies, designing systems, monitoring performance, budgeting, and reporting. The role demands strong leadership, communication, and a customer-first mindset in a fast-paced environment.