Job Description

**Job Summary

**

The Call Center Junior Operations Manager oversees daily call center operations to ensure efficiency, productivity, quality, and excellent service. This role leads supervisors and team leaders, monitors performance, develops employees, and drives process improvements to achieve organizational goals and customer expectations.

**Key Responsibilities

**

• Lead daily operations and ensure productivity, service quality, and performance targets are met.

• Oversee supervisors, team leaders, and frontline staff.

• Monitor KPIs, including productivity, quality, attendance, and customer satisfaction.

• Coach and develop supervisors and team leaders through regular performance reviews and training.

• Identify performance gaps and implement improvement plans.

• Analyze processes and implement workflow improvements to increase efficiency.

• Communicate goals, updates, staffing needs, and operational trends to leadership and teams.

• Ensure compliance with company policies, procedures, and regulatory requirements.

• Partner with HR on employee relations matters and maintain accurate operational records.

**Qualifications

**

• Bachelor’s degree in Business Administration, Management, or related field preferred, or equivalent experience.

• 3–5+ years of call center management experience.

• Experience leading teams in a fast-paced call center environment.

• Strong leadership, communication, decision-making, analytical, and problem-solving skills.

**Core Competencies

**

• Leadership & team development

• Operational planning & execution

• Performance management

• Process improvement

• Strategic thinking

• Communication & collaboration

You should be proficient in:

• Leadership / People Management
• Coaching and Mentoring Experience
• Operational Metrics & KPI Management