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
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.
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.
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
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