Contact Center Operations Manager - Columbus
16 hours ago
Fortuity is seeking an experienced Operations Manager to help lead contact center operations and drive agent performance.
This role is accountable for operational execution, financial performance workforce optimization compliance oversight client satisfaction.
- Operational Leadership Lead oversee contact center team direct management of Supervisors agents.
- Drive performance against KPIs Service Level Quality Assurance Customer Satisfaction Schedule Adherence Absenteeism Retention Productivity metrics Ensure consistent execution operational standards best practices Identify operational risks implement mitigation strategies Financial Workforce Management Manage program profitability labor costs attrition impact productivity optimization Partner Workforce Management align staffing models forecasted demand Analyze operational data improve efficiency reduce waste Support budgeting forecasting performance variance analysis Client Stakeholder Partnership Serve primary operational point contact client relationships assigned Participate business reviews performance updates corrective action planning Ensure contract compliance service delivery standards met exceeded Support RFP responses ramp plans program transitions as needed Leadership Talent Development Develop Supervisors structured coaching leadership training accountability measures Drive employee engagement retention strategies culture Overseer corrective action processes partnership HR Ensure succession planning bench strength development Compliance Risk Management Maintain audit readiness documentation accuracy Reinforce policy compliance all operational levels Qualifications Bachelor degree preferred equivalent operational leadership experience required Experience managing multiple teams programs simultaneously Strong understanding contact center metrics financial drivers Demonstrated ability lead KPI-driven environment Experience regulated industries financial services healthcare government contracts preferred Advanced analytical skills proficiency Excel reporting tools Strong executive-level communication presentation skills Ability manage competing priorities drive results pressure Work Environment Full-time onsite leadership role Fast-paced performance-driven contact center environment May require flexibility support varying schedules client demands business needs About Fortuity At Fortuity our people are at the center everything do We partner leading organizations deliver high-quality customer engagement solutions building meaningful career pathways community Our Operations Managers business leaders responsible not only operational execution but building strong teams delivering measurable outcomes strengthening client partnerships Fortuity equal opportunity employer All applicants will considered employment regard race color religion sex sexual orientation gender identity
Job description
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