Operations Manager (Call Center)

Location: Paducah, Kentucky, United States; full-time, onsite

Company

hirify.global provides data and software services that connect the vehicle lifecycle and processes digital transactions for automotive partners and customers worldwide.

What you will do

• Monitor call center KPIs, identify performance gaps, and execute improvement strategies to meet business targets.
• Implement continuous improvement and change management initiatives to increase efficiency, reduce costs, and improve service quality.
• Coach and mentor Team Managers and frontline leaders while building accountability, growth, and engagement.
• Prepare performance and operational reports, interpret trends, and present data-driven updates to senior leadership and clients.
• Maintain compliance with legal, contractual, and industry requirements and proactively mitigate operational risks.
• Manage key client relationships, ensure SLAs and contractual terms are met, and resolve escalated concerns.

Requirements

• 5+ years of experience in call center operations, including at least 2 years in a management role; high-volume environment experience is preferred.
• Ability to lead, coach, and develop high-performing teams.
• Strong understanding of call center KPIs and experience driving team performance.
• Ability to interpret operational data and generate actionable insights.
• Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
• Strong client management and communication skills with a proactive mindset.
• Familiarity with legal, regulatory, and contractual requirements related to call center operations.
• Comfort using reporting tools, workforce management systems, and CRM platforms, including Excel, Power BI, and Salesforce.

Culture & Benefits

• Competitive salary and performance-based incentives.
• Health, dental, and retirement benefits.
• Professional growth and leadership development programs.
• Collaborative and high-energy workplace.
• Equal employment opportunity and compliance with applicable employment laws.