Call Center Operations Manager (Financial Services)

Call Center Operations Manager

Location : Plantation, FL (In-Office Only)

Company : VentureTech Solutions

VentureTech Solutions is a full-service contact center firm specializing in financial services operations, lead generation, analytics, and high-performance agent development. We are seeking a sales-driven call center professional for the role of Call Center Operations Manager, responsible for leading inbound / outbound, performance-focused teams at scale within a regulated financial services environment.

Responsibilities

Provide strategic leadership for high-volume, sales-driven, predominantly outbound call center operations within financial services or debt relief.

Oversee daily operations to ensure efficiency, accuracy, compliance, and empathy when engaging financially distressed clients.

Manage operational KPIs including contact rates, conversion / close ratios, QA performance, CSAT, occupancy / utilization, average handle time, and enrollment outcomes.

Partner closely with Marketing and Sales to optimize lead flow, improve lead quality, and maintain aligned messaging throughout the client journey.

Implement and maintain QA programs that include call monitoring, agent scoring, ethical compliance oversight, and performance coaching.

Ensure strict adherence to all regulatory requirements (TCPA, FDCPA, CFPB, state regulations).

Lead and develop supervisors, managers, and agents to drive scalable growth, strong enrollment results, and continuous improvement.

Analyze trends and operational data to build strategies that improve productivity, revenue, client experience, and team performance.

Qualifications

Local candidates only this role is fully in-office in Plantation, FL.

7+ years of leadership experience overseeing high-volume, sales-focused, predominantly outbound call center operations in financial services, debt relief, or another regulated industry.

Experience operating at scale managing large teams and multi-layer leadership structures (not small call centers or purely service environments).

Must have experience beyond customer service roles, including direct responsibility for enrollment, revenue production, and outbound performance operations.

Proven track record in financial services or debt relief, managing the full client lifecycle : lead engagement, qualification, consultation / enrollment, servicing, and retention.

Strong experience with call center technology including dialers, CRMs, analytics suites, workforce tools, and reporting dashboards (e.g., Five9, Ytel, RingCentral, Convoso, LeadsPedia, Salesforce, Zoho).

Advanced proficiency in KPI management including contact rate, conversion rate, QA, utilization, occupancy, AHT, and ROI-focused metrics.

Demonstrated success leading QA programs, call coaching systems, and compliance-driven operations.

High-level cross-functional collaboration with Marketing, Sales, Compliance, and IT to improve enrollments and drive revenue.