Posted today
Senior Call Center Operations Manager
Location: Remote (Latin America).
Schedule: Full-time, Monday–Friday during U.S. Eastern Time business hours. Occasional Saturdays may be required.
Near is a recruiting and staffing company that connects exceptional talent across Latin America with leading companies in the United States.
Our client is a U.S.-based company seeking an experienced Senior Call Center Operations Manager to oversee daily operations, drive team performance, and ensure consistent service quality across inbound and outbound call center teams.
We are looking for a hands-on Senior Call Center Operations Manager to lead remote call center operations, manage team performance, and optimize workflows to improve productivity and customer experience.
The ideal candidate has extensive experience managing call center teams, monitoring key performance indicators, coaching employees, and implementing operational improvements. This person will work closely with U.S.-based leadership to ensure operational efficiency, accountability, and high service standards.
Oversee daily call center operations, including staffing, scheduling, call coverage, and service levels.
Supervise, coach, and evaluate customer service representatives, supervisors, and team leads.
Monitor key performance indicators (KPIs), including Average Handle Time (AHT), Average Speed of Answer (ASA), First Call Resolution (FCR), Customer Satisfaction (CSAT), call quality, attendance, and appointment conversions.
Prepare performance reports, analyze operational trends, and recommend data-driven improvements.
Monitor live and recorded calls, handle escalated customer concerns, and ensure compliance with quality standards.
Develop and maintain workflows, standard operating procedures (SOPs), call scripts, and training materials.
Identify operational inefficiencies and implement strategies to improve productivity and customer experience.
Manage employee performance, address underperformance, and implement corrective action plans when needed.
Support recruitment, onboarding, and training initiatives.
Coordinate with U.S.-based management to align operational priorities and business objectives.
Support workforce planning, forecasting, scheduling, and outbound follow-up campaigns as needed.
At least 5 years of direct call center management experience, with 7–10+ years strongly preferred.
Proven experience managing both inbound and outbound call center operations.
Experience leading remote teams and managing employee performance.
Strong knowledge of call center KPIs, quality assurance, workforce management, and performance reporting.
Excellent coaching, leadership, and problem-solving skills, including experience conducting performance evaluations and addressing underperformance.
Fluent, professional English with clear pronunciation and the ability to communicate confidently with U.S.-based customers and leadership.
Proficiency with CRM platforms, call center software, reporting tools, Microsoft Excel, and Google Workspace.
Availability to work full-time during U.S. Eastern Time business hours, with occasional Saturday availability.
Experience managing teams of 10 or more representatives, supervisors, or team leads.
Experience supporting U.S.-based companies.
Background in home services, HVAC, construction, energy efficiency, or appointment scheduling.
Experience with workforce forecasting, scheduling, and outbound follow-up campaigns.