Call Center Operations Manager Job at Champion Windows & Home Exteriors in Bense

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.

Locations: Onsite or Hybrid (Twinsburg, OH)

Responsibilities

• 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