Operations Manager – Boca Raton, Florida

Are you an experienced professional seeking an operations manager role in call centers in Florida? Do you want to take your career to the next level with a global company? Join us at Fusion CX in Florida to elevate your career with a truly global company transforming customer experiences worldwide. We are currently seeking a dynamic and results-oriented operations manager to join our team in Boca Raton, Florida. This ops manager will play a key role in overseeing and optimizing business operations, focusing on performance, productivity, and profitability. As a key leader in the company, the Operations Manager will analyze service level agreements (SLAs), identify opportunities for process improvements, and align operational capacity with financial objectives. This role will ensure that both client needs and company goals are met efficiently and effectively while maintaining a strong focus on the customer experience.

If you are seeking rewarding operation manager jobs in Florida, do not miss the opportunity! Apply now and be part of the company redefining customer and employee experience.

Job Description – Operations Manager

Tasks and Responsibilities of the Operations Manager in Florida:

Core Experience (Preferred): Prior experience managing B2B operations in a high-volume customer service environment. Experience within the telecommunications or technology sector is an additional advantage.

Operational Leadership: Achieve operational objectives by effectively communicating job expectations to program managers. Also, review compensation actions and enforce company policies and procedures.

KPI & Performance Management: Ensure key performance indicators (KPIs) are met by program managers. Empower them through training, feedback, delegation, and evaluation to achieve that and monitor their progress.

Reporting & Data Analysis: Organize progress reports from program managers. Present the analyzed data to senior management and clients, providing actionable insights.

Strategic Planning: Develop operational strategies through needs assessments, performance reviews, capacity planning, root cause analysis, and cost/benefit analysis.

Financial Compliance: Ensure the operations team meets the organization’s financial objectives by preparing annual projections of benefits, analyzing variances, and initiating corrective actions as necessary.

Collaboration with Senior Management: Work closely with senior management and clients to develop, implement, and manage operational standards and strategic plans that maximize benefits, increase productivity, and minimize risks.

Action Plans Implementation: Contribute to strategic plans by establishing technical specifications, production objectives, team productivity goals, quality of service, and client standards as an operations manager.

Forecasting & Scheduling: Analyze client projections for call volume. Create efficient schedules to meet demand while maximizing operational efficiency and profitability.

Financial Reporting: Collect and send reports on hours worked, commissions, and bonuses for all levels of your team to the accounting department within the established deadlines.

Professional Development: Keep knowledge current by participating in internal management and leadership training programs, seminars, and external workshops.

Operational Credibility: Improve the credibility of the operational department by affirming responsibility and commitment to attracting both new and existing clients.

Employee Engagement & Compliance: Explore opportunities to add value to work achievements while boosting employee compliance and enhancing team performance.

Additional Responsibilities: Perform duties as assigned by immediate supervisors. Also, ensure they align with the organization’s overall objectives.

Work Culture Leadership: Promote and model work styles aligned with the company’s values, fostering optimal performance within the team.

Travel: Willingness to travel occasionally within the U.S. or internationally, as required.

Job Requirements – Operations Manager

The skills, qualifications, and attributes required for the role of operations manager to thrive in Fusion CX Florida:

Education & Experience: A university degree in administration or related disciplines is required. At least two years of experience in administration is essential. However, five years of relevant administrative experience would be an additional advantage for the role.

Communication Skills: Excellent interpersonal communication skills, both verbal and written in English.

Organizational Skills: Strong skills in planning, delegation, coaching, facilitation, and negotiation.

Analytical Thinking: Demonstrates outstanding analytical skills and the ability to think abstractly to resolve complex problems.

Technical Skills: Proficiency in Microsoft Office Suite. Also, advanced Excel skills for preparing and presenting reports on operational performance to senior management.

Attention to Detail: Exceptional attention to detail, ensuring accuracy in all tasks and reports.

Leadership Training: Experience in leadership and management through internal or external training programs. Knowledge in staffing, programming planning, people management, profitability, and financial strategy is preferred.

Strategic & Performance Management: Strong knowledge in strategic planning, performance management, and navigating business complexities.

Professionalism: Ability to maintain confidentiality, professionalism, and credibility at all times, especially when dealing with sensitive information.

Why Join Us?

At Fusion CX, we pride ourselves on transforming customer experiences. This is more than just a job—it is an opportunity to lead and make an impact in a company that values innovation, growth, and the success of its employees. If you are passionate about optimizing operations, fostering teamwork, and contributing to a culture of excellence, we want you on our team.  Join us in delivering exceptional customer experiences while advancing your career in an organization that supports your growth, development, and work-life balance. Apply now! Take the next step in your career as an operations manager with Fusion CX in Florida, a global leader in CX transformation.