People-First Call Center 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

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.