What are the responsibilities and job description for the Call Center & Operations Manager position at Hankey Group?
Call Center & Operations Manager
On-site | San Diego, CA
Position Summary
The Call Center & Operations Manager provides strategic and operational leadership across the contact center and broader operational functions. This role is responsible for driving service excellence, optimizing processes, managing vendor relationships, and supporting credit union partners. The position plays a key role in identifying system enhancements, implementing new technologies (including AI solutions), and ensuring operational readiness through testing, quality assurance, and continuous improvement.
Key Responsibilities
Leadership & Operations
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
#CULAjobs
On-site | San Diego, CA
Position Summary
The Call Center & Operations Manager provides strategic and operational leadership across the contact center and broader operational functions. This role is responsible for driving service excellence, optimizing processes, managing vendor relationships, and supporting credit union partners. The position plays a key role in identifying system enhancements, implementing new technologies (including AI solutions), and ensuring operational readiness through testing, quality assurance, and continuous improvement.
Key Responsibilities
Leadership & Operations
- Lead overall strategy and execution of call center and operational functions, aligning with organizational and credit union partner goals
- Oversee daily operations, ensuring service levels, quality standards, and performance targets are consistently met
- Proactively identify opportunities to improve systems, workflows, and service delivery
- Drive a culture of continuous improvement, accountability, and operational excellence
- Serve as a key operational liaison to credit union partners
- Attend credit union meetings, providing updates, insights, and operational support
- Evaluate, respond to, and help resolve credit union issues in a timely and professional manner
- Identify trends or recurring challenges and recommend scalable solutions
- Analyze operational data and call center metrics to drive decision-making
- Prepare and present regular performance reports to leadership
- Develop and manage budgets, forecasts, and staffing plans
- Implement strategies to improve productivity, quality, and customer satisfaction
- Hire, train, coach, and evaluate call center staff and supervisors
- Establish clear performance expectations and accountability measures and conduct regular performance reviews
- Foster a high-performing, engaged, and service-driven team culture
- Support vendor relationships, including coordination of contracts, performance tracking, and renewals
- Help monitor vendor performance against service expectations, SLAs, and cost efficiency goals
- Support oversight of call center systems, CRM platforms, and operational tools
- Assist in evaluating and implementing new technologies, including AI-driven call solutions
- Partner with IT and stakeholders to help recommend and prioritize system enhancements
- Encourage user adoption and alignment with operational needs
- Lead process improvement initiatives to enhance efficiency, accuracy, and scalability
- Oversee QA programs to ensure consistent service quality and compliance
- Provide recommendations for system and process improvements based on testing outcomes and user feedback
- Support departmental budgets, forecasts, and resource planning
- Optimize staffing and operational costs while maintaining service excellence
- Ensure effective allocation of resources to meet business objectives
- Ensure adherence to company policies, procedures, and applicable regulatory requirements
- Maintain strong internal controls and audit readiness
- Identify operational risks and implement mitigation strategies
- Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience)
- 7 years of call center and/or operations leadership experience, including managing leaders
- Experience working with or supporting financial institutions or credit unions preferred
- Proven track record of driving operational performance, process improvement, and system enhancements
- Experience with vendor management and contract oversight
- Strong understanding of technology platforms, CRM systems, and emerging tools (including AI solutions)
- Excellent analytical, leadership, and communication skills
- Leadership and execution
- Operational excellence and process optimization
- Vendor and stakeholder management
- Technology adoption and innovation
- Data-driven decision-making
- Change management and continuous improvement
- Fast-paced, dynamic environment with multiple priorities
- Regular interaction with internal teams and external credit union partners
- May require flexibility in hours and occasional travel for partner meetings
- High-impact leadership role with influence across operations and partner relationships
- Opportunity to drive innovation, including AI and system enhancements
- Collaborative, growth-focused organization with strong leadership visibility
- $80,000 to $120,000 per year depending on experience
- The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.
- Medical, Dental, and Vision benefits
- Life Insurance and Long-term disability plans
- Flexible Spending Account
- 401K matching
- Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
- Wellness Programs
- Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
- Career Path Opportunities
- Discounts on Parks, Museums, Movie Tickets, and Attractions
- Employee Loan Assistance
- Annual Flu Shot
- Paid Vacations Days
- Paid Sick days
- Paid holidays
- HGym (available in our Los Angeles, CA & Dallas, TX office)
- Rental Car Discounts, Dell Member Purchase Program
- UKG Wallet
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
#CULAjobs
Salary : $80,000 - $120,000