Job Description

Drive Team Performance & Operational Success

Operations Manager (Hybrid – White House, TN)

Company Overview:

First Call Claims Solutions (QRM) is a trusted call center with 25+ years of experience serving 1,000+ clients nationwide. We specialize in processing insurance claims-from the very first report of a loss (FNOL – First Notice of Loss) to any other incident that needs attention (FNOI – First Notice of Incident)-and provide 24/7 support, overflow handling, and dedicated CAT response teams.

Our reputation is built on operational excellence, responsiveness, and an unwavering commitment to our clients.

About the Role:

Are you a hands-on operations leader who thrives on managing high-performing teams and driving operational efficiency? We're seeking an Operations Manager to oversee the day-to-day operations of our call center, ensuring smooth workflows, team development, and service excellence. You will supervise Team Leaders and Customer Service Representatives, provide guidance and performance management, and implement process improvements that enhance both employee experience and client satisfaction.

Schedule:

• Every other weekend rotation: Saturday & Sunday, 8:00 AM – 4:30 PM (CST)
• Weekdays: 3:00 PM – 11:00 PM (CST)
  • During a weekend rotation, you may select 2 weekdays off from Tuesday, Wednesday, or Thursday

Why You'll Love This Role:

• Lead and mentor a team of Team Leaders and Customer Service Representatives
• Direct impact on call center performance, service levels, and operational growth
• Collaborate cross-functionally with Operations, HR, and other leadership teams
• Opportunity to implement process improvements and operational enhancements
• Shape the team culture and drive employee engagement and retention

What You'll Be Doing:

Call Center Operations & Team Leadership

• Oversee daily call center activities to ensure efficiency and high performance
• Supervise Team Leaders and Customer Service Representatives, providing coaching and guidance
• Monitor staff performance, deliver feedback, and implement corrective actions as needed
• Ensure all operations comply with company policies and procedures

Process & Performance Management

• Analyze reports and metrics to identify trends, areas for improvement, and opportunities for growth
• Allocate resources effectively to meet operational demands and service level agreements
• Identify and implement process enhancements to improve efficiency and customer satisfaction
• Collaborate with other managers to ensure alignment and support across departments
• Escalate operational trends or concerns to the Director of Operations

Who You Are:

• High School Diploma or GED required
• 3+ years' experience in operations or customer service; 1 - 2 years of quality assurance preferred
• At least 2 years' experience leading large-scale operations teams, with a proven ability to inspire and guide multiple Team Leaders and frontline staff toward organizational goals
• Skilled in process improvement, operational efficiency, and performance monitoring
• Strong written and verbal communication skills; able to provide feedback professionally
• Proficient with Microsoft Word, Excel, and call center performance metrics

Ready to Lead Call Center Operations?

If you're passionate about driving operational excellence, developing high-performing teams, and delivering measurable results, we'd love to connect with you.

Apply today and help shape the future of our call center operations at First Call!

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