Operations Manager

General Information

Location Greenville, SC Job ID 12624 Job Category Operations Leadership Language Requirement English

Description & requirements

Description

Do you love leading a team to greatness?

Do you strive to work with people that love to improve their performance to be better every day?

We are looking for a forward-thinking Call Center Operations Manager to lead support operations for a leading healthcare client supporting customers with questions about insurance and billing via chat and email.

What's in it for YOU!

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Great work/life balance

Join our Transcom family as an Operations Manager!

The Operations Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery, and client interaction. Reporting directly to the Contact Center Manager, the Operations Manager achieves his/her targets with the assistance of all Transcom support functions. The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.

What we are looking for: We've got an exciting career opportunity for you, if you can:

• Deliver accurate data to produce the forecast.
• Develop realistic budgets.
• Ensure consistent financial follow-up.
• Take ownership of Team Leader development by offering support and defining Team Leader training needs.
• Set and follow up on quality and quantity targets for the allocated Clients/projects.
• Promote teamwork.
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
• Develop and maintain effective performance management.
• Lead by example.
• Proactively respond to variances in targets and service levels.
• Ensure that revenue streams cover committed costs wherever possible.
• Ensure regular and proactive contact and interaction with clients
• Ensure client satisfaction through continuous business improvements.
• Seek to increase client revenue and develop a partnership.
• Strategic alliance with client's marketing strategy, knowledge ability of clients' culture, legislation regulations, and market trends.
• Proactively promote the Transcom objectives.
• Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit. Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
• Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
• Review procedures and implement improvements.
• Implement Transcom standard practices.
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
• Attend internal meetings with other staff of the contact center.
• Directly responsible for all communication with Team Leaders.
• Pursue communication with Clients that have been allocated to the Operations Manager's responsibility.

To be successful in this role, you must have the following skills/abilities:

• Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the Customer Relationship Management industry or a closely related industry.
• Have Client Relations and/or Sales contact experience.
• Have a good understanding of Customer Relationship Management best practice and markets.
• Manage your time effectively and be focused on setting clear objectives and priorities.
• Have experience with P&L management and associated financial practices.
• Have worked in a performance driven environment.
• Experience leading in a virtual environment, preferred.
• Excellent verbal and written English communication skills.

Requirements

The following items are mandatory pre-employment requirements and/or skills/experience that are required to be successful in this role.

• At least 18 years or older
• Bachelor's degree from accredited college/university and/or 3 years of professional experience.
• Able to successfully pass a criminal background check

Location Requirements Must live within reasonable driving distance of our office located in the Greenville, South Carolina area. This role is located at: 650 Executive Center Dr. Greenville, SC 29615


What Life at Transcom is like! Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.
Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #4 on their list of the Top 100 companies to watch for remote work in 2026. At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!