Call Center Operations Manager (Sales, Training & Performance) – Remote / Hybrid

Responsibilities (What You Will Own)

• Manage daily call center operations for inbound and outbound calls
• Support and operate inside sales and appointment-setting workflows
• Enforce agent schedules, workforce adherence, and availability standards
• Monitor and improve key call center KPIs, including:
• Schedule adherence
• Average speed of answer (ASA)
• Call abandonment rate
• Appointments booked
• Conversion rates
• Agent productivity and utilization
• Assign and reassign agents between sales and service roles based on performance
• Support outbound calling and follow-up campaigns
• Ensure agents are trained, certified, and production-ready before handling calls
• Track onboarding, training readiness, and performance compliance
• Produce daily and weekly call center performance reports
• Identify underperformance, document issues, and escalate when required
• Work with leadership to improve efficiency, consistency, and revenue outcomes

Requirements

• Experience managing a call center, contact center, or inside sales operation
• Experience overseeing sales teams or appointment-based call handling
• Strong understanding of call center metrics and KPIs
• Experience enforcing schedules, adherence, and performance standards
• Experience using call center software or workforce management tools
  (NICE CXone or similar platforms preferred)
• Strong analytical skills with the ability to interpret performance reports
• Experience supporting training, onboarding, or certification programs
• Excellent organizational and documentation skills
• Clear written and verbal communication in English
• Comfortable working in a remote or hybrid environment

Work Location

• Remote or hybrid 

Employment Type

• Contract-to-hire
• Paid trial period included

Important

Success in this role is measured by call center performance, adherence improvement, appointment output, and KPI consistency. Candidates must be comfortable enforcing standards, managing performance remotely, and working in a metrics-driven environment.

Applicants who prefer advisory roles or who are uncomfortable with accountability should not apply.

How to Apply

Please include brief answers describing:

• Call centers or teams you have managed
• KPIs you were responsible for improving
• Call center or sales platforms you have used
• How you handled performance or adherence issues

We are looking for a technically capable call center operations manager who runs sales, training readiness, and performance systems consistently and without exceptions.