Lead change management efforts across teams and processes.
Develop Leadership Talent (30%)
Coach and mentor Team Managers and other frontline leaders to build internal capability.
Create a culture of accountability, growth, and engagement within the team.
Manage Reporting and Insights (10%)
Deliver accurate and insightful reports on performance, trends, and operational initiatives.
Present data-driven updates to senior leadership and clients.
Ensure Compliance and Mitigate Risk (10%)
Maintain compliance with legal, contractual, and industry regulations.
Proactively identify and address potential operational risks.
Maintain Client Relationships (10%)
Serve as the main point of contact for key clients, ensuring SLAs and contractual terms are met.
Resolve escalated client concerns with urgency and professionalism.
What You Will Bring
Proven Experience: 5+ years in call center operations with at least 2 years in a management role, preferably in a high-volume environment.
Leadership Skills: Demonstrated ability to lead, coach, and develop high-performing teams.
Performance Focus: Strong understanding of call center KPIs and experience driving team performance.
Analytical Mindset: Ability to interpret operational data and generate actionable insights.
Process Improvement Acumen: Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
Client-Centric Approach: Strong client management and communication skills with a proactive mindset.
Compliance Knowledge: Familiarity with legal, regulatory, and contractual requirements related to call center operations.
Tech Savvy: Comfortable using reporting tools, workforce management systems, and CRM platforms (e.g., Excel, Power BI, Salesforce).
What We Offer
Competitive salary and performance-based incentives
Health, dental, and retirement benefits
Professional growth and leadership development programs
A collaborative and high-energy workplace
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
EQUAL OPPORTUNITY EMPLOYER
The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
