Job Title
Call Center Sr. Manager of Operations
Date Posted
Pontiac, MI
Min Salary
Max Salary
Job Type
Full-Time Regular
Job Description

We have a great opportunity for a Call Center Sr. Manager/Director of Operations (Located close to Detroit Michigan). The Call Center Sr Manager/Director of Operations is responsible for providing strategic leadership, vision and direction to the Operations Team.

Recent BPO Management experience is required

Basic Relocation assistance available

Main Responsibilities:

  • Manage and the daily communication with client
  • Project management start-up of new projects
  • Report results to client including analysis on a daily, weekly and quarterly basis
  • Recommend improvements to service quality and work processes where applicable
  • Identify opportunities to expand existing clients’ business
  • Develop annual strategic account plans that ensure client satisfaction and growth with a specific and agreed upon revenue target
  • Trouble shoot and resolve outstanding client issues
  • Assist in the development of new accounts including sales presentations and preparation of RFI and RFP responses
  • Manage the recruitment, development and succession planning for the Sales Team
  • Provide overall direction on all major projects
  • Measure performance, activities and results of the Operations Team
  • Drive revenue growth by leveraging knowledge of business objectives and operations
  • Drive revenue growth by working closely with VP, Operations and Operations Managers to assist in securing new service opportunities and retaining current business
  • Understand internal and external business and leverage industry knowledge to ensure high level of client satisfaction
  • Lead and motivate team through effective coaching, performance management, rewards/recognition and career counseling
  • Drive associate soft skills development including problem solving techniques, use of metrics and analysis tools to ensure continuous improvement
  • Oversee daily, weekly and monthly sales reporting.
  • Work closely with Senior Management team for all planning, budgeting, forecasting activities.
  • Prepare and deliver sales forecasts and budgets
  • Produces numerous daily, weekly, and monthly business management reports
  • Assist with projects and other duties as requested or assigned

Additional Requirements:

  • Proven BPO inbound/outbound inside sales management
  • A minimum of 5 years leading a call center of at least 200 front end CSR’s and TSR’s
  • Stable work record
  • Willing to roll sleeves up and get in the trenches
  • Must be able to pass Background and Drug screening


$80,000.00 to $110,000.00 Salary
Quarterly Bonus
Major medical, dental and vision along with ancillary plans through Aflac (Accident off the job protection, Critical Illness, Short Term Disability and Hospital coverage).
Two weeks of paid time off, 5 sick/personal days
Paid company cell phone and laptop
401(k) plans in near future

Basic Relocation assistance available