Operations Manager (Call Center Operations)
Company:
Location:United States, Kenya, Mexico, Philippines, India
Languages:English
Seniority level:Manager, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementData AnalysisOperations ManagementProblem SolvingAttention to detailComplianceReportingTrainingQuality AssuranceTeam managementCustomer support
Requirements:
College degree 5+ years of experience in customer experience, payment support, or Contact Center Operations. Proven experience leading teams of supervisors and Dialer/WFM/QA/Trainer. Experience in fintech, banking, BPO leadership, or high-volume operational environments preferred. Team management and coaching abilities. Results-oriented. Excellent communication and problem-solving skills High compliance awareness and attention to detail. Deep understanding of CX and payment support KPIs and operational workflows. Ability to work in fast-paced, scaling environments.
Responsibilities:
Lead Customer Service Advocates and payment support teams. Oversee day-to-day operations across all channels. Manage escalations and end-to-end customer and borrower experience. Drive operational KPIs and ensure team achieves monthly targets. Conduct QA evaluations and ensure timely coaching. Oversee new hire onboarding and continuous learning programs. Manage dialer activities and optimize outbound dialing campaigns. Arrange schedules for CS and payment support teams and monitor attendance. Review operational reports and provide insights to leadership. Ensure all interactions comply with legal and regulatory requirements.
