Senior Operations Manager

Insight Global; McDonough (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Insight Global is seeking an experienced Operations Manager to lead day-to-day operations of a large-scale customer care program. You will drive contact center performance, develop frontline leadership, and manage KPIs to deliver a high-quality customer experience.

The ideal candidate has hands-on experience in high-volume centers, strong coaching skills, and the ability to coordinate with workforce management, training, and quality teams.

Qualifications

• 5+ years of call center operations experience
• 3+ years of leadership/management experience within a call center environment
• Experience managing Team Leads, Supervisors or frontline leaders
• Strong understanding of call center KPIs (AHT, adherence, ACW, QA, productivity, attendance, escalations)
• Experience using operational data and KPIs to identify performance gaps and drive improvement
• Coaching, performance management and employee accountability experience
• Collaboration with workforce management, training and quality teams
• Client-facing communication and escalation management skills
• Ability to work in fast-paced environment with changing priorities
• Experience with big enterprise contact centers or managed services/BPO

Skills

Call center operations

Leadership/management

KPIs and performance management

Coaching and accountability

Workforce management

Remote or distributed teams

CRM platforms (Salesforce ServiceCloud

Tools

Salesforce Service Cloud

Job description

Job Description

We are seeking an experienced Operations Manager to lead the day-to-day operations of a large-scale customer care program. This individual will be responsible for driving contact center performance, leading and developing frontline leadership, managing operational KPIs, and ensuring the program delivers a consistent, high-quality customer experience.The ideal candidate has strong hands-on experience managing high-volume contact center operations and understands how staffing, productivity, quality, coaching, and employee performance work together to drive results.

Skills and Requirements

5+ years of call center/contact center operations experience3+ years of leadership or management experience within a call center environmentPrevious experience managing Team Leads, Supervisors, or frontline people leadersProven experience leading a high-volume inbound customer service operationStrong understanding of contact center KPIs, including AHT, adherence, ACW, QA, productivity, attendance, call volume, and escalationsExperience using operational data and KPIs to identify performance gaps and drive improvementStrong background in coaching, performance management, and employee accountabilityExperience working closely with workforce management, training, and quality teamsStrong client-facing communication and escalation management skillsAbility to operate effectively in a fast-paced environment with changing prioritiesExperience supporting a large enterprise contact centerManaged services or BPO experienceExperience managing large or rapidly scaling customer service teamsExperience with workforce planning and high-volume hiring or training rampsExperience managing remote or distributed teamsUtility, energy, telecommunications, financial services, insurance, or another high-volume customer service backgroundExperience with Salesforce Service Cloud or similar CRM/contact center platforms

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.