Call Center Operations Manager jobs in United States
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Hirewell · 11 hours ago

Call Center Operations Manager

positionAtlanta, GA
timeFull-time
remoteOnsite
senioritySenior Level
money$85K/yr - $100K/yr
date5+ years exp

Hirewell is seeking a Call Center Operations Manager to lead the launch and management of a new call center for a self-storage platform. This hands-on leadership role involves building processes, hiring and developing a team, and ensuring a high-quality customer experience across various service inquiries.

Human ResourcesRecruitingStaffing Agency
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Growth Opportunities
Hiring Manager
Derek Caldera
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Responsibilities

Stand up a new call center operation from scratch, including workflows, staffing models, and daily operating rhythms
Hire, onboard, and manage an initial team of 4–5 call center representatives, with plans to scale to 5–8
Implement and manage the call center platform (Call Potential), ensuring proper configuration and usage
Develop call scripts, prompts, FAQs, and standard operating procedures (SOPs)
Establish call monitoring, quality assurance, and coaching processes
Set and track KPIs and success metrics for individual agents and the team
Oversee inbound call handling for:
Reservations
Payments
Basic customer service inquiries
Ensure effective routing of non-core calls to appropriate property teams
Support light sales components, including:
Insurance and lock upselling during rentals
Move-in incentives and promotions
Reservation conversion, understanding many customers prefer to view units in person
Manage call volumes of a few hundred calls per day during business hours
Prepare for and manage seasonal volume increases (April–August peak season)
Use data and call analytics to identify performance gaps and optimization opportunities
Lay the groundwork for a future outbound collections function

Qualification

Call center operationsTeam buildingProcess developmentCall center softwarePerformance managementCoaching skillsCustomer serviceCommunication skills

Required

5+ years of experience in call center operations or contact center management
Proven experience building or scaling call center teams, ideally in a consumer services environment
Strong process orientation with the ability to create structure, documentation, and accountability
Comfortable managing small, growing teams and being hands-on in daily operations
Experience with call center software platforms (Call Potential experience is a plus)
Strong communication, coaching, and performance management skills

Preferred

Experience with inbound sales or reservation-based environments

Company

Hirewell

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Hirewell is an online recruitment platform that connects job seekers with employers. It is a sub-organization of PRYTEK.
dateFounded in 2001
location
Chicago, Illinois, USA
people-size51-200 employees
web-link
http://www.hirewell.com

Funding

Current Stage
Growth Stage
Total Funding
$21M
Key Investors
PRYTEK
2021-11-09Series Unknown· $21M

Leadership Team

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Matt Massucci
CEO | Founder
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Recent News

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Company data provided by crunchbase