Job Description

Position Summary:

We are seeking a highly organized and proactive Operations Manager to lead and oversee the daily operations of our call center and manage a variety of administrative functions. This role is critical to ensuring smooth internal processes, exceptional customer service, and operational efficiency across departments.

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Key Responsibilities:

Call Center Oversight

· Supervise call center staff, ensuring high levels of customer service and responsiveness.

· Monitor call metrics and performance KPIs; implement improvements as needed.

· Develop and maintain training programs for call center representatives.

· Handle escalated customer issues and ensure timely resolution.

Administrative Management

· Oversee daily administrative operations including scheduling, reporting, and documentation.

· Coordinate with internal departments to ensure alignment on operational goals.

· Manage vendor relationships and supply ordering for office needs.

· Maintain compliance with company policies and industry regulations.

Team Leadership & Collaboration

· Lead, coach, and develop a team of administrative and call center personnel.

· Foster a positive and productive work environment.

· Collaborate with senior leadership to identify and implement process improvements.

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Qualifications:

· Proven experience in operations management, preferably in a customer service or call center environment.

· Strong leadership and team management skills.

· Excellent organizational and multitasking abilities.

· Proficiency in Microsoft Office Suite and CRM systems.

· Strong communication and problem-solving skills.

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Preferred Experience:

· Experience in the energy, fuel delivery, or logistics industry.

· Familiarity with dispatch systems or customer service platforms.

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