Call Center Operations Manager (Blue Ash, OH)

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JOB DESCRIPTION

Location Requirement

This role is required to work in the Blue Ash, OH office (M-F).

Job Summary
The Call Center Operations Manager is responsible for leading high-volume, customer-obsessed contact center operations in our Cincinnati site. This role drives daily execution across service levels, quality, employee engagement, and customer satisfaction. The ideal candidate thrives in fast-paced environments, balances data with empathy, and understands that operational excellence begins with agent experience.

This leader will oversee ~50-100 frontline agents and team leads, ensuring a culture rooted in accountability, continuous improvement, and exceptional customer care.

What Success Looks Like
• Consistent achievement of SLA and CSAT targets
• Increased agent engagement and retention
• Reduced operational friction and improved customer sentiment
• Strong leadership bench development

Key Responsibilities
Operational Excellence
• Lead day-to-day call center operations to meet or exceed KPIs including SLA, ASA, AHT, CSAT, Quality, and adherence
• Analyze volume trends and staffing alignment in partnership with Workforce Management
• Drive rapid response plans during volume surges or service disruptions
• Identify process improvement opportunities to reduce friction in the customer journey

Customer Experience Leadership
• Champion a “customer-first” mindset across all levels of the site
• Leverage VOC (Voice of Customer) data to improve service outcomes
• Partner cross-functionally to escalate systemic product or experience issues

People Leadership & Engagement
• Develop, coach, and mentor frontline leaders
• Build a high-performance culture rooted in accountability and recognition
• Drive employee engagement initiatives to improve retention and performance
• Lead performance management with clarity, fairness, and data-backed decision-making

Performance & Reporting
• Deliver weekly and monthly business reviews highlighting trends, risks, and opportunities
• Translate operational data into actionable insights
• Partner with senior leadership to align local strategy with enterprise objectives

Required Qualifications
• 5+ years contact center leadership experience in high-volume environments
• Proven success managing teams of 40+ agents
• Strong command of KPIs (SLA, CSAT, AHT, QA, occupancy, shrinkage)
• Experience leading through change and rapid growth
• Exceptional communication and coaching skills

Preferred Qualifications

• Bachelor's degree

**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**

POSITION TYPE

PAY RANGE

The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

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We’re Here to Support You—Accommodations Upon Request

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.