General Manager / Director, Call Center Operations


Feasterville Trevose, PA

Industry: Professional, Scientific & Technical Services


15+ years

Posted 8 days ago

  by    Melissa Monteiro

General Manager/Director, Call Center Operations for World Recognized Global Leader!!

Description of Company: Global Leader is looking for a General Manager/Director, Call Center Operations to provide strategic leadership and direction to reports in the Bucks County area.

Position Overview: The General Manager/Director, Call Center Operations will report directly to the CEO. This individual is expected to lead, coordinate and drive the development, performance and change management of people, process and tools.


  • To attract, recruit, induct, train, develop, motivate and retain all staff.
  • Maintain the required functional level of staffing across all staff categories, maximize levels of staff experience and minimize staff turnover
  • Performance and administration management of the operational staff
  • Work with sales management in devising ways to facilitate new product offerings across the operational divisions; coordinate with global stakeholders on implementation of new products and operational teams
  • Ensure consistent level of quality of service delivery to all clients achieving best in class services in conjunction with pursuing ongoing quality improvement initiatives
  • Provide insight into key drivers of operational billings and implement agreed plans of action
  • Implement policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes
  • Operational process owner for client needs ensuring requirements are appropriately translated into the delivery systems and work with functional leads to ensure client requirements are effectively translated
  • Ensure fulfillment of client specific SLA's, for both internal and external stakeholders, ensuring the most cost effective and efficient means possible for the tracking of client KPI's


  • 5+ experience leading Call Center Operations required
  • 15+ years experience in a management role of an operational department
  • Experience in health, security, hospitality, and travel and/or aviation industry
  • Excellent verbal and written communication skills
  • Experience in Team Leader management and development, including the monitoring and reporting of team performance
  • Worked in an operational environment driven by quality standards, policies and procedures
  • Experience with implementing change and monitor effectiveness within a group/operations
  • Proven ability to resolve issues, providing new solutions
  • Team and individual motivation

Education Requirements:

  • Bachelor's Degree
  • MBA or Master's preferred

Benefits include:

  • Medical
  • Dental
  • Vision
  • 401k
  • 30% bonus eligible after year one


$234K - $293K
$180K - $225K base, 30% Bonus (after year one) bonus