Call Center Operations Manager - Lead & Elevate Performance

Transworld Systems Inc.; Houston (TX); On-site; USD 55,000 - 58,000; Full time

Benefits offered by this job

Paid training

Team-oriented environment

Growth opportunity

Benefits package: medical, dental, and

Job summary

Transworld Systems Inc. onsite in Houston is seeking a Manager, Operations to supervise the program and ensure timely delivery of services. You will coach supervisors, allocate work, and collaborate with clients to meet performance objectives.

You will drive training, monitor system performance, and implement improvements to KPIs such as AHT, FCR, and CSAT in a fast-paced environment. Strong leadership and confidentiality are essential.

Qualifications

• Must meet background and drug screen requirements as outlined by the project/client.
• High School Diploma, GED or equivalent required.
• Associate's degree or equivalent relevant work experience. Bachelor’s degree preferred.
• 2 years of previous call center operations experience required.
• 4 years of previous call center operations experience preferred.
• Two years successful track record as a manager, preferably in a call center environment.
• Excellent communication and interpersonal skills.
• Strong leadership and managerial skills.
• High degree of confidentiality.
• Proficient with MS Word, Excel, CRM and telephone systems (Five9).

Responsibilities

• Evaluates individual performance and overall team effectiveness.
• Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems.
• Allocate work to call center supervisors according to workload.
• Collaborate with other departments, clients, and vendors to enhance service delivery.
• Manage a team of supervisors, handle multiple tasks, and work in a fast-paced environment.
• Provide ongoing training and mentoring front line leadership (Team Leads/Supervisors).
• Utilize and manage software tools for effective operations.
• Assist the Senior Operations Manager with administrative duties and reporting.
• Develop and implement strategies to improve KPIs such as AHT, FCR, CSAT.
• Identify opportunities to streamline workflows and improve operational efficiency.
• Perform other duties as assigned by senior management.

Skills

Call center management

Leadership

Communication

Training

CRM software

Microsoft Word

Microsoft Excel

Analytical skills

Education

High School Diploma/GED

Associate's degree or equivalent

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

CRM

Telephone Systems (Five9)

Job description

Transworld Systems Inc. onsite in Houston is seeking a Manager, Operations to supervise the program and ensure timely delivery of services. You will coach supervisors, allocate work, and collaborate with clients to meet performance objectives.

You will drive training, monitor system performance, and implement improvements to KPIs such as AHT, FCR, and CSAT in a fast-paced environment. Strong leadership and confidentiality are essential.