Call Center Operations Manager

Overview

Great Day Improvements - Call Center Operations Manager

We are seeking a Call Center Operations Manager to join our team. This strategic role will be responsible for delivering actionable insights through reporting and analysis, and for leading cross-functional projects that enhance call center performance, efficiency, and service quality. The ideal candidate will bring a data-driven mindset, strong project management capabilities, and experience working in or supporting call center environments. This role is critical to optimizing performance and aligning operational initiatives with broader business goals. 

Locations: Onsite or Hybrid (Twinsburg, OH)

Responsibilities

Analytics & Reporting 

• Develop and maintain call center dashboards and reports using tools such as Excel, Power BI, Tableau, or other BI platforms. 

• Analyze key operational metrics (e.g., AHT, service level, occupancy, abandon rate, conversion rate, CSAT, FCR) and deliver insights to leadership. 

• Perform trend analysis and root cause assessments to identify opportunities for process improvement and performance optimization. 

• Collaborate with IT and operations to ensure data accuracy and integrity across systems (e.g., i360, Five9, Salesforce, or equivalent CRMs/dialers). 

• Build ad hoc reports for senior stakeholders, including summaries of campaign performance and agent productivity. 

Project Management 

• Lead and execute cross-functional projects focused on operational efficiency, technology implementation, process standardization, and KPI improvement. 

• Develop project scopes, timelines, and success metrics; manage resources and stakeholders to ensure timely delivery. 

• Act as a liaison between operations, IT, sales, and customer experience teams to ensure alignment on project goals. 

• Present updates and performance dashboards to senior leadership and drive adoption of recommendations. 

Operational Excellence 

• Support workforce management teams with forecasting and performance modeling. 

• Propose and implement continuous improvement initiatives based on insights from data and frontline feedback. 

• Provide analytical support during peak periods, new product rollouts, or channel migrations. 

Qualifications

• Bachelor’s degree in Business, Analytics, Operations, or a related field. 

• 3–5 years of experience in a call center operations, reporting, or project management role. 

• Proven ability to analyze complex data sets and present insights clearly to non-technical stakeholders. 

• Advanced proficiency in Excel and at least one BI tool (e.g., Power BI, Tableau, Looker). 

• Solid understanding of call center KPIs and workforce dynamics. 

• Experience using CRMs and dialer tools (e.g., i360, Five9, Salesforce, RingCentral). 

• Project management experience (PMP or Six Sigma certification is a plus). 

• Strong interpersonal, organizational, and communication skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

What We Offer 

• Competitive salary and annual performance bonus. 

• Career development support and ongoing training in analytics and project management. 

• A results-driven culture where your work directly impacts business performance. 

• Opportunities for advancement within a growing national brand. 

• Dynamic, cross-functional team environment with leadership exposure. 

GDI is an Equal Employment Opportunity Employer

#INDGDI