Call Center Operations Leader
San Antonio, TX
$150,000 – $185,000

Overview
Senior leader responsible for end-to-end performance of large-scale contact center operations (500+ associates), with a focus on telecom and customer support. This role drives service delivery, operational excellence, compliance, and customer experience across multiple teams and locations.

Key Responsibilities
Lead multi-site contact center teams (500+ employees) across customer support functions
Drive performance against SLAs, KPIs, and customer experience goals
Build and develop high-performing teams through coaching, recognition, and engagement
Partner with managers and cross-functional leaders to improve pipeline health, quality, and productivity
Analyze performance metrics (productivity, aging, quality) and implement improvements
Ensure compliance with audits, regulations, and data security standards
Oversee workforce planning, labor utilization, and schedule adherence
Act as escalation point for client and operational issues
Lead client meetings and ensure alignment on performance expectations
Promote a consistent, high-performance culture across teams

Qualifications
15–20 years of experience leading large contact center teams (500+)
Background in telecom and customer support required
Experience in banking/financial services preferred
Proven success in high-volume, regulated environments
Strong analytical, leadership, and communication skills
Track record of driving operational performance and transformation
Comfortable in fast-paced, metrics-driven environments
Proficient with digital tools and paperless workflows
Flexible to work extended hours as needed

Apply now for this great opportunity!


Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.