Part-time Call Center Operations Manager

Part-time Call Center Operations Manager

Position Title: Call Center Operations Manager

Reports to: Executive Director

Status: Part-Time (20–25 hours/week)

Hours of Operation: M-TH, 8:30am-4:30pm

Location: Cleveland, OH

Position Summary:

The Call Center Operations Manager is responsible for the day-to-day operations of Encore Employment Enterprise’s in-house call center. This individual ensures smooth execution of workflow, supervises program participants during their work-based learning experience, and maintains high-quality service delivery in alignment with E3’s mission of empowering individuals aged 50+ through workforce development.

Key Responsibilities:

Oversee daily operations of the call center, ensuring efficient workflow and schedule adherence.

Manage and support call center participants during their pilot work experience.

Monitor call quality, performance metrics, and customer service delivery standards.

Troubleshoot technical and operational issues in collaboration with training and IT support.

Maintains call logs, generates reports, and provides operational updates.

Assist with onboarding and offboarding of new call center participants.

Collaborate with trainers and program staff to align work experience with training objectives.

Uphold a supportive, inclusive, and age-friendly work environment.

Qualifications:

Previous experience in call center operations, workforce development, or customer service supervision

Strong organizational and communication skills

Ability to manage performance feedback and coaching in a supportive manner

Comfortable with technology platforms (CRM, Cloud-based systems, AI, and reporting tools)

Passion for supporting adults aged 50+ and belief in age-inclusive employment