Contact Center Operations Manager

Job DescriptionJob Description

At Crew Logistics, mission focus, teamwork, and disciplined execution aren't just values, they define how we serve our government clients. We're proud to offer these key roles where your military experience will directly impact critical lodging operations internationally.

Job Overview:

The Contact Center Operations Manager is responsible for overseeing the daily operations of the call center, ensuring efficient call flow management, optimizing customer interactions, and driving process improvements. This role requires a strong leader who can develop strategies, manage reporting, and implement operational best practices to enhance customer experience and call center performance.

Key Responsibilities:

• Oversee the daily operations of the call center, ensuring all calls are handled efficiently and effectively.
• Develop and implement call routing strategies to optimize call flow and minimize wait times.
• Monitor real-time call center performance, adjusting resources as needed to meet service level agreements (SLAs).
• Ensure AI and automation tools are effectively integrated to enhance efficiency.

Performance Monitoring & Reporting: Required:

• Analyze key performance metrics such as call volume, wait times, customer satisfaction, and first-call resolution.
• Generate regular performance reports and insights for leadership, identifying trends and opportunities for improvement. Implement quality assurance processes, ensuring high standards in call handling and customer service.

Process Optimization & Automation:

• Identify and implement process improvements to streamline call center operations and reduce inefficiencies.
• Work closely with IT and AI teams to enhance automation, chatbot integration, and call-handling procedures.
• Develop and enforce standard operating procedures (SOPs) to maintain consistency and compliance

Team Leadership & Development:

• Recruit, train, and manage call center staff, fostering a high-performance culture.
• Provide coaching and development programs to improve team performance and efficiency.
• Establish clear KPIs for call center agents and supervisors, ensuring accountability and continuous improvement

Customer & Stakeholder Management:

• Establish clear KPIs for call center agents and supervisors, ensuring accountability and continuous improvement Ensure a seamless customer experience by monitoring interactions and implementing service improvements.
• Collaborate with internal departments to align call center operations with business objectives.
• Act as a liaison between the call center and senior management, providing updates on performance and challenges.

Qualifications & Technical Skills:

• Experience: 5+ years in call center management or operations leadership.
• Technical Skills: Familiarity with call center software (e.g., 8x8, AI-driven call management tools, CRM systems).
• Process Improvement: Experience in optimizing workflows, integrating automation, and enhancing efficiency.

Preferred Qualifications:

• Experience in managing call centers for government, corporate, or crew travel services.
• Knowledge of AI-powered call handling solutions and workforce management tools.
• Background in managing multi-channel customer service operations (phone, chat, email).

Ideal Skills

• Proven leadership under pressure and resource management.

• Data-driven mindset: translate metrics into actionable improvements.

•Exceptional communication and team building in fast-paced environments.

• Strong operational planning, logistics coordination, and rapid decision-making.

• Comfort with structured SOPs and disciplined performance tracking.

• Ability to lead change and drive tech-enabled efficiencies.

• Strong operational planning, logistics coordination, and rapid decision-making.

• Comfort with structured SOPs and disciplined performance tracking.

• Ability to lead change and drive tech-enabled efficiencies.