Intelogix
Operations Manager - Call Center
Rocky Mount, NC
Sponsorship not specifiedDetected 31 days ago
Business DevelopmentPerformance ManagementLeadershipCommunicationProblem SolvingTime ManagementMentoringPublic SpeakingAdaptabilityOrganizational SkillsAccounts Payable
About the role
- InteLogix is currently hiring a call center Operations Manager in Rocky Mount, North Carolina.
- The Operations Manager is responsible for ensuring client program performance, production schedules, quality standards, and financial objectives are consistently met or exceeded.
Responsibilities
- Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.
- Conduct interviews and support staffing decisions for the client program.
- Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.
- Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.
- Build and maintain strong working relationships with internal departments, external partners, and clients.
- Partner with the Quality Manager to align operational practices with client expectations and quality standards.
- Support prospective client presentations and business development initiatives.
- Lead staffing forecasts, scheduling, and volume projections using the call center's workforce management tools.
- Develop and support short- and long-term business planning for the client program.
- Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.
Requirements
- prior supervisory experience required
- Proven ability to train, coach, and motivate others
- Demonstrated knowledge of company policies and the ability to apply them consistently
- Excellent verbal and written communication skills, with the ability to speak clearly and write concisely
- Ability to work with and apply basic mathematical concepts
- Proven capability to handle difficult customer interactions and respond effectively to inquiries
- Strong problem-solving skills and the ability to address issues as they arise
- Ability to remain alert and meet deadlines and performance goals
- Minimum of two (2) years of call center experience
- Self-motivated, enthusiastic, and ambitious with a strong leadership mindset
- Strong multitasking, time management, and organizational skills
- Effective listening skills with the ability to interpret and manage a constant flow of information
- Ability to maintain focus and concentration for extended periods of time
Nice to have
- High School Diploma or GED required
- college degree in Management or a related field preferred
Compensation
- Assist with the preparation and management of monthly and annual program budgets.
Company info
- InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
- The Operations Manager is responsible for ensuring client program performance, production schedules, quality standards, and financial objectives are consistently met or exceeded. This role provides day-to-day leadership of production personnel, drives operational excellence, and partners closely with internal teams and clients to deliver high-quality, compliant, and financially sound program outcomes.
- InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences.
- Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers.
- We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
- This role provides day-to-day leadership of production personnel, drives operational excellence, and partners closely with internal teams and clients to deliver high-quality, compliant, and financially sound program outcomes.
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This listing is sourced directly from Intelogix's careers page and normalized into a canonical job model.