Call Center Operations Manager

* Drive day-to-day operations across multiple client accounts, ensuring seamless delivery of contact center services and consistent achievement of SLAs and KPIs. * Lead high-performing teams, overseeing floor operations, agent productivity, and service delivery in real-time, and implementing corrective actions when necessary. * Architect and manage shift schedules, leave plans, and floor coverage, collaborating with internal stakeholders to ensure optimal resource allocation. * Analyze real-time dashboards, identifying trends and areas for improvement, and intervening proactively to address deviations from targets. * Deliver exceptional client experiences, serving as the primary point of contact for operational matters, and building strong relationships through regular check-ins, transparent communication, and tailored solutions. * Manage and optimize KPI performance, leveraging data analysis to identify gaps and implement targeted corrective actions, and presenting performance insights to senior stakeholders and clients. * Develop and execute strategic plans to drive quality and training initiatives, partnering with QA Analysts and Training Coordinators to enhance agent skills and performance. * Foster a culture of accountability and excellence, leading, coaching, and evaluating Team Leaders, and recognizing outstanding performance while addressing underperformance constructively. * Drive process improvements, maintaining accurate and timely reporting, and collaborating with cross-functional teams to identify opportunities for growth and optimization. * Ensure seamless client onboarding, transitions, and service delivery, managing expectations and communicating effectively to mitigate risks and ensure continuity. * Design and implement effective escalation protocols, ensuring prompt resolution of client concerns and issues, and maintaining a high level of client satisfaction and trust.