We are seeking a highly experienced and strategic General Manager – Call Center Operations to lead and oversee all administrative and operational functions of our call center. This role is ideal for a senior professional with deep expertise in customer service management, operational strategy, and administrative leadership. As the General Manager, you will be responsible for aligning call center performance with organizational goals, improving customer service processes, and managing cross-functional teams to deliver a seamless and efficient support experience.
Strategic Leadership:
Develop and implement administrative and operational strategies that enhance the efficiency and effectiveness of the call center.
Align call center goals with broader company objectives and customer satisfaction targets.
Operational Management:
Oversee daily operations of inbound/outbound call functions, including staffing, scheduling, reporting, and compliance.
Ensure service levels (SLAs), quality standards, and operational KPIs are consistently achieved.
Administrative Oversight:
Manage administrative functions such as budgeting, workforce planning, performance monitoring, and policy compliance.
Establish and document standard operating procedures and protocols across the call center.
Team Leadership:
Lead, mentor, and develop a team of supervisors, team leads, and agents.
Foster a performance-driven culture with a focus on continuous improvement and employee engagement.
Customer Experience Strategy:
Lead initiatives to improve service quality, customer satisfaction (CSAT), and experience metrics (e.g., NPS).
Utilize data analytics and feedback to identify customer pain points and implement effective solutions.
Technology & Tools Management:
Oversee the implementation and use of CRM, call routing systems, workforce management tools, and reporting dashboards.
Identify and adopt innovations that enhance service delivery and internal efficiency.
Cross-Departmental Collaboration:
Work closely with HR, Finance, IT, and Executive Leadership to ensure smooth administrative processes and support scalability.
Act as a key contributor in broader organizational planning and administrative decision-making.
Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred)
10+ years of experience in call center or customer service leadership roles
Proven experience managing administrative and operational aspects of large teams
Strong analytical, budgeting, and resource planning skills
Proficiency in CRM systems, call center software, and reporting tools
Strategic thinker with strong administrative and operational planning abilities
Excellent leadership, people management, and decision-making skills
Strong verbal and written communication skills
Ability to work cross-functionally and influence at all levels of the organization
Customer-centric mindset with a focus on process and performance optimization