Operations Manager

solera; Paducah (KY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Salary incentives

Benefits package

Growth programs

Energetic workplace

Job summary

Solera is seeking an Operations Manager for its Paducah, KY call center to drive performance, coach leaders, and improve service levels. You will monitor KPIs, lead continuous improvement initiatives, and ensure compliance while maintaining strong client relationships.

The ideal candidate has 5+ years in call center operations with 2+ years in management, excels at data-driven decision making, and can develop frontline teams in a fast-paced environment.

Qualifications

• 5+ years in call center operations with at least 2 years in a management role.
• Proven leadership and team development abilities.
• Strong knowledge of call center KPIs and driving performance.
• Analytical mindset to interpret data and derive insights.
• Experience with process improvement to reduce costs and improve service.
• Client-centric approach with strong communication skills.
• Knowledge of regulatory requirements related to call center operations.
• Proficiency with reporting tools and CRM platforms (Excel, Power BI, Salesforce).

Responsibilities

• Drive operational performance by monitoring KPIs and executing improvement actions.
• Lead continuous improvement initiatives to increase efficiency and reduce costs.
• Develop leadership talent by coaching Team Managers and frontline leaders.
• Manage reporting and insights; deliver data-driven updates to leadership.
• Ensure compliance with legal, contractual, and regulatory requirements.
• Maintain strong client relationships and ensure SLA adherence.

Skills

Call center leadership

KPI management

Data-driven decision making

Team coaching

Process improvement

Client-centric approach

Regulatory compliance

CRM tools proficiency

Tools

Excel

Power BI

Salesforce

Job description

Operations Manager - PAD, KY

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role

We are looking for a strategic and people-focused Operations Manager to oversee the day-to-day performance of our Call Center operations. You'll be responsible for driving results through performance management, continuous improvement, and leadership development—ensuring that service levels, quality, and client expectations are consistently exceeded.

Drive Operational Performance (20%)

• Monitor key performance indicators (KPIs) and take action to ensure business targets are consistently met.
• Identify trends and performance gaps, and execute effective improvement strategies.

Lead Continuous Improvement (20%)

• Implement initiatives to enhance operational efficiency, reduce costs, and improve service quality.
• Lead change management efforts across teams and processes.

Develop Leadership Talent (30%)

• Coach and mentor Team Managers and other frontline leaders to build internal capability.
• Create a culture of accountability, growth, and engagement within the team.

Manage Reporting and Insights (10%)

• Deliver accurate and insightful reports on performance, trends, and operational initiatives.
• Present data-driven updates to senior leadership and clients.

Ensure Compliance and Mitigate Risk (10%)

• Maintain compliance with legal, contractual, and industry regulations.
• Proactively identify and address potential operational risks.

Maintain Client Relationships (10%)

• Serve as the main point of contact for key clients, ensuring SLAs and contractual terms are met.
• Resolve escalated client concerns with urgency and professionalism.

What You Will Bring

• Proven Experience: 5+ years in call center operations with at least 2 years in a management role, preferably in a high-volume environment.
• Leadership Skills: Demonstrated ability to lead, coach, and develop high-performing teams.
• Performance Focus: Strong understanding of call center KPIs and experience driving team performance.
• Analytical Mindset: Ability to interpret operational data and generate actionable insights.
• Process Improvement Acumen: Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
• Client-centric Approach: Strong client management and communication skills with a proactive mindset.
• Compliance Knowledge: Familiarity with legal, regulatory, and contractual requirements related to call center operations.
• Tech Savvy: Comfortable using reporting tools, workforce management systems, and CRM platforms (e.g., Excel, Power BI, Salesforce).

What We Offer

• Competitive salary and performance-based incentives
• Health, dental, and retirement benefits
• Professional growth and leadership development programs
• A collaborative and high-energy workplace

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

EQUAL OPPORTUNITY EMPLOYER

The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.