Operations Manager - Call Center

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

InteLogix is currently hiring a call center Operations Manager in Rocky Mount, North Carolina.

The Operations Manager is responsible for ensuring client program performance, production schedules, quality standards, and financial objectives are consistently met or exceeded. This role provides day-to-day leadership of production personnel, drives operational excellence, and partners closely with internal teams and clients to deliver high-quality, compliant, and financially sound program outcomes.

Responsibilities:

• Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.

• Provide ongoing coaching, training, motivation, accountability, and performance management to team members and leaders.

• Ensure timely completion of performance evaluations and delivery of corrective actions in accordance with company policy.

• Conduct interviews and support staffing decisions for the client program.

• Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.

• Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.

• Build and maintain strong working relationships with internal departments, external partners, and clients.

• Ensure clear, consistent communication and implementation of all client program updates and changes.

• Partner with the Quality Manager to align operational practices with client expectations and quality standards.

• Serve as the primary point of contact for daily client communications, providing updates, feedback, and recommendations.

• Ensure full understanding and compliance with all contractual obligations, including participation in RFP/RAB processes as needed.

• Support prospective client presentations and business development initiatives.

• Assist with the preparation and management of monthly and annual program budgets.

• Oversee financial processes, including payroll, accounts payable, accruals, revenue tracking, expense reporting, and invoice generation and approval.

• Lead staffing forecasts, scheduling, and volume projections using the call center's workforce management tools.

• Identify opportunities for continuous improvement, best practices, and revenue growth.

• Develop and support short- and long-term business planning for the client program.

• Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.

• Perform additional duties as assigned by management.

Qualifications:

• Minimum of two (2) years of call center experience; prior supervisory experience required

• High School Diploma or GED required; college degree in Management or a related field preferred

• Self-motivated, enthusiastic, and ambitious with a strong leadership mindset

• Proven ability to train, coach, and motivate others

• Demonstrated knowledge of company policies and the ability to apply them consistently

• Strong multitasking, time management, and organizational skills

• Excellent verbal and written communication skills, with the ability to speak clearly and write concisely

• Effective listening skills with the ability to interpret and manage a constant flow of information

• Ability to work with and apply basic mathematical concepts

• Proven capability to handle difficult customer interactions and respond effectively to inquiries

• Strong problem-solving skills and the ability to address issues as they arise

• Ability to maintain focus and concentration for extended periods of time

• Demonstrated ability to perform effectively in a high-stress, fast-changing environment

• Ability to remain alert and meet deadlines and performance goals

• Consistent adherence to company policies, procedures, work schedules, and punctuality requirements

• Willingness to travel to any of the program's three site locations as needed, sometimes with short notice

• Flexibility to work remotely on occasion while maintaining regular in-office leadership presence

• Availability for evening or weekend work as needed to support program and team continuity

• Comfort and effectiveness in managing onsite and remote employees while maintaining visibility, engagement, and accountability