Operations Leader: AI-Driven Call Center Performance

Solera Corporation; Jacksonville (FL); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Solera Corporation is seeking an experienced Operations Manager to lead high-volume call center operations with a focus on performance, leadership development, and client delivery. You will translate business priorities into daily execution and drive accountability.

The role emphasizes continuous improvement, AI-enabled capabilities, and cultural ownership. You will coach leaders, monitor KPIs, ensure compliance, and maintain client satisfaction in a fast-paced, metric-driven environment.

Qualifications

• 5+ years of call center, contact center, BPO, customer service, claims, or operations leadership experience.
• 2+ years leading supervisors, team managers, or frontline leaders.
• Proven success managing operational KPIs and driving performance improvement.
• Experience leading teams in a fast-paced, metric-driven environment.

Responsibilities

• Drive daily execution of operational and client performance objectives and monitor KPIs.
• Lead continuous improvement initiatives leveraging AI-enabled tools and automation.
• Develop frontline leadership through coaching and performance reviews.
• Analyse operational data and deliver actionable insights to leadership.
• Ensure compliance with policies, standards, and client requirements.
• Maintain client relationships and manage escalations with professionalism.

Skills

Operational Leadership

Leadership Coaching

Root Cause Analysis

Performance Management

Data Insights

AI Leadership

Client Relationship Management

Executive Presence

Change Leadership

Compliance & Risk

Continuous Improvement

Job description

Solera Corporation is seeking an experienced Operations Manager to lead high-volume call center operations with a focus on performance, leadership development, and client delivery. You will translate business priorities into daily execution and drive accountability.

The role emphasizes continuous improvement, AI-enabled capabilities, and cultural ownership. You will coach leaders, monitor KPIs, ensure compliance, and maintain client satisfaction in a fast-paced, metric-driven environment.