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Operations Manager

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Are you someone who wants an opportunity to have a huge impact with a growing company?  Team collaboration is at the core of what makes us successful.  Join us as a trusted business partner and help us continue our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business.

Position Overview

The Operations Manager (OM) is responsible for the overall day to day operations, real-time floor management, and leadership development. The OM’s primary objective is to ensure colleague engagement and satisfaction along with the consideration of the client's needs, FCR’s core values, and the profitability of the company. The OM will work with the Program Manager III to outline the distribution of duties that align with the program needs and managers skillset. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values.

The Operations Manager reports to the Program Director or the Program Manager III dependent on the program structure.

Essential Functions and Duties

  • Maintains constant communication of floor needs, wants, concerns, and plans to Program Manager and all other stakeholders as directed.
  • Work with the Program Manager to assure client needs and company needs are in balance.
  • Partners with the Program Manager to implement and execute actions for continuous improvement around KPI performance. 
  • Attend weekly internal meetings to discuss current trends, quality, upcoming events, project planning, and current project status.
  • Administer direction to the program leaders to ensure deliverables are being met. 
  • Work closely with program leaders to ensure development is taking place with colleagues through coaching and accountability. 
  • Responsible for RTA for the program, this includes RTA meetings, real-time floor management, and day-to-day operations.
  • Define and communicate processes and priorities pertaining to SLA and queue management.
  • Proactively communicate new ideas and wins to the Program Manager and to all levels within the organization.
  • Consistently track project KPIs and identifies key drivers affecting the project and implement action items based on key drivers.
  • Reports findings and action items to the Program Manager.
  • Track both internal and external quality scores and identify quality trends, making suggestions for action items to the Program Manager.
  • May be responsible for managing a team of leads/supervisors.
  • Hold weekly One-on-One meetings to discuss leadership team performance and career goals.
  • Administer training and mentoring to ensure success in the supervisor role and development toward the next level of management.
  • Provide coaching and feedback on performance as needed.
  • Approve performance reviews, correctives, and colleague improvement plans.
  • Evaluate all employee documentation to ensure consistency.
  • Responsible for hiring and terminations.
  • Direct and manage new hire training
  • Accurately process and record any necessary transactions in client tool and/or FCR tools to ensure data integrity.
  • Can design processes and provide improvements to current ones as needed.
  • Frequent use of technology: including computers, headsets, and a variety of software.
  • Special projects and other duties and assigned.
  • Ensure that all colleagues understand and comply with all program objectives, performance standards, and policies.
  • Manages approval of timecards and PTO requests.
  • Assists with shift bids as needed.
  • Support Workforce Management needs for the program in alignment with the Program Manager’s direction.
  • Creates and maintains reports on team performance.Monitors attendance and schedule needs each day.
  • Engagement with other departments to help meet direct reports needs as directed by the Program Manager.
  • Communicates important client milestones, process changes, and needs to the team to ensure timely compliance.
  • Identify operational issues, provide recommendations for improvements, and collaborates with Program Manager to strategize the implementation of approved changes.
  • Collaborate with team supervisors and leadership to support colleagues and improve customer service metrics.
  • Attend team meetings to discuss current trends, quality, upcoming events, project planning, and current project statuses as directed.
  • Maintains an empathetic, positive, and professional demeanor and attitude toward customers, clients, and colleagues always.
  • Can provide clear and detailed information on any escalations or program concern to different management levels.


  • Proactive communication.
  • Strong attention to detail and sense of urgency
  • Strong communication and interpersonal skills
  • Stress Resilient and able to work in a fast-paced, changing environment
  • Ability to multi-task.
  • Ability to follow directions without close supervision.
  • Provide effective feedback to all types of individuals.
  • Strong attendance habits.
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions
  • Competent in using a variety of software and systems including Microsoft Office, Google Suite, and others

Additional Qualifications

  • Associates degree or equivalent experience preferred.
  • 2-3 years of customer service experience or ability to demonstrate aptitude requiredTeam management experience required or ability to demonstrate aptitude.
  • Occasional overnight travel may be required.
  • Intermediate computer uses and navigation skills.
  • This is a supervisory role that can have up to 80 indirect and direct reports.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Physical Demands: Sitting up to 100% of the time
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment


FCR Hiring Minimum Requirements

  • High school graduate or equivalent
  • 18 years or older
  • Employment contingent upon successful completion of a background check

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.


Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.


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