Operations Manager - Call Center Leadership (Onsite Houston)

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

Benefits offered by this job

Paid training

Team-oriented work environment

Growth opportunity

Comprehensive benefits package

Job summary

Transworld Systems, Inc. is seeking a Manager, Operations to oversee call center workflow and supervise supervisors to meet performance targets. This on-site role is based in our Houston, TX office and emphasizes training, coaching, and KPI improvement across the program.

The ideal candidate will lead initiatives to optimize AHT, FCR, and CSAT while collaborating with clients, vendors, and other departments to deliver timely, quality service. 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.
• Excellent computer/CRM/telephone system skills (Five9 preferred).
• Excellent organizational and analytical abilities.
• Strong work ethic and flexibility in schedule.

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 in a fast-paced environment.
• Provide on-going 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, and CSAT.
• Identify opportunities to streamline workflows and improve operational efficiency.
• Perform other duties as assigned by senior management.

Skills

Call center operations

Leadership

Communication skills

Interpersonal skills

Confidentiality

CRM

Microsoft Word/Excel

Telephone systems

Education

High School Diploma, GED or equivalent

Associate's degree

Bachelor’s degree

Tools

Five9

Job description

Transworld Systems, Inc. is seeking a Manager, Operations to oversee call center workflow and supervise supervisors to meet performance targets. This on-site role is based in our Houston, TX office and emphasizes training, coaching, and KPI improvement across the program.

The ideal candidate will lead initiatives to optimize AHT, FCR, and CSAT while collaborating with clients, vendors, and other departments to deliver timely, quality service. Strong leadership and confidentiality are essential.