Strategic Call Center Operations Leader

Global Agility Solutions, LLC; Louisville (KY); On-site; USD 70,000 - 95,000; Full time

Job summary

Global Agility Solutions, LLC in Louisville, KY seeks a Call Center Operations Manager to oversee our ORB program, drive daily operations and ensure SLAs are met. Strong leadership, strategic thinking, and deep call center knowledge are essential to deliver exceptional customer service and operational efficiency.

The role requires mentoring leaders, managing schedules, optimizing processes, and aligning with client requirements while continually improving KPI performance.

Qualifications

• Bachelor's degree or higher required in business, management, or a related field.
• Strong leadership and people-management capabilities with experience in call-center operations.
• Experience meeting and optimizing SLAs, KPIs, and performance metrics.

Responsibilities

• Oversee the ORB program and daily call center operations to meet SLAs.
• Lead and develop leadership teams; establish performance goals and conduct reviews.
• Coordinate workforce planning, scheduling, and resource allocation to ensure service levels.
• Monitor KPI performance and drive continuous improvement across departments.
• Collaborate with clients and internal teams to ensure compliance with contractual obligations.

Skills

Leadership

Call center management

SLA management

Team development

Strategic planning

Education

Bachelor's degree in Business Administration or related

Tools

CRM software

Job description

Global Agility Solutions, LLC in Louisville, KY seeks a Call Center Operations Manager to oversee our ORB program, drive daily operations and ensure SLAs are met. Strong leadership, strategic thinking, and deep call center knowledge are essential to deliver exceptional customer service and operational efficiency.

The role requires mentoring leaders, managing schedules, optimizing processes, and aligning with client requirements while continually improving KPI performance.