Operations Manager, Call Center – Onsite Houston

Transworld Systems Inc.; Houston, Northern (TX, KY); Hybrid; USD 55,000 - 58,000; Full time

Benefits offered by this job

Paid training

Team-oriented environment

Growth opportunities

Benefits package

Job summary

Transworld Systems, Inc. is seeking a Manager of Operations to supervise call center workflows and coordinate with clients to meet targets in our Houston office.

The role focuses on monitoring performance, coaching supervisors, and driving process improvements to achieve KPIs like AHT, FCR, and CSAT. The position requires leadership, strong communication, and a track record in managing call center teams, with a solid background in CRM and Five9.

Qualifications

• Must meet background and drug screen as required by client.
• High School Diploma, GED or equivalent.
• Associate degree or equivalent; Bachelor’s degree preferred.
• 2 years call center operations experience required.
• 4 years call center operations experience preferred.
• 2 years as a manager, preferably in call center.
• Excellent communication and interpersonal skills.
• Strong leadership and managerial skills.
• High degree of confidentiality.
• Proficient in Word, Excel, CRM and telephone systems (Five9).
• Excellent organizational and analytical abilities.
• Strong work ethic and ethics.
• Flexibility in work schedule.

Responsibilities

• Evaluates individual performance and team effectiveness.
• Supervises workflow and allocates work to call center supervisors.
• Coordinate with clients and vendors to enhance service delivery.
• Manage a team of supervisors in a fast-paced environment.
• Provide on-going training and mentoring to frontline leaders.
• Utilize and manage software tools for operations.
• Assist Senior Operations Manager with admin duties and reporting.
• Develop strategies to improve KPIs such as AHT, FCR, CSAT.
• Identify opportunities to streamline workflows and boost efficiency.
• Perform other duties as assigned by management.

Skills

Leadership

Communication

Interpersonal skills

Analytical abilities

Organizational skills

Problem solving

Team supervision

Flexibility

Education

High School Diploma / GED

Associate degree

Bachelor’s degree preferred

Tools

CRM

Microsoft Word

Microsoft Excel

Telephone Systems (Five9)

Job description

Transworld Systems, Inc. is seeking a Manager of Operations to supervise call center workflows and coordinate with clients to meet targets in our Houston office.

The role focuses on monitoring performance, coaching supervisors, and driving process improvements to achieve KPIs like AHT, FCR, and CSAT. The position requires leadership, strong communication, and a track record in managing call center teams, with a solid background in CRM and Five9.