Job Description

I'm not looking for a typical "Operations Manager."

I'm looking for my second-in-command.

I'm Ryan -- Director of Operations at SureCall Contact Centers. We run a high-performance BPO operation. Our systems are solid, our people are sharp, and we execute at a high level every single day.

But I'm ready to add a key piece -- a second-in-command (Operations Manager) to work directly alongside me.

This is an in-house leadership role for someone proactive, smart, and ready to step into a fast-moving environment where learning, thinking, and doing are part of your daily DNA.

What You'll Bring:

Leadership experience in a call center, BPO, or operational environment, leading a team of 150 agents

Comfort working with Microsoft Azure -- setting up users, managing access, maintaining security

Familiarity with operational security and PCI certification processes

Proactive mindset -- spotting issues before they become problems and proactively implementing solutions

Fast learner with "no box" thinking -- creative, resourceful, solution-oriented

Bubbly, approachable, and trusted by your teams

Calm under pressure -- driven when it matters most

Understanding Operational departments and providing support, including recruitment, training, culture, and performance.

A love for AI, as we are all about the future

What You'll Oversee:

The core of our operations: agents, team leads, training, HR, payroll, culture, performance

KPI management -- tracking, coaching, and driving accountability

Security & compliance -- PCI audits, user management, internal processes

User lifecycle -- onboarding, access controls, offboarding (Azure environment)

Operational improvements -- finding gaps, fixing them, and future-proofing them

Working directly with me -- leading from the front, building trust, driving results

Bringing in new technology and assisting me with finding the right tools

Your onboarding journey

You will begin by going through the same training as our agents, learning about our system, and taking calls

You will then move into a Guru role (shift Supervisor), to learn more about board monitoring, coaching, and helping our frontline team with issues in real time.

You will then move into your 2IC role.

Every level will allow you to learn about our organization, as well as master all aspects of our day-to-day operations. I am looking for someone who is a fast learner, so that you can move towards the stages of your onboarding training quickly to step fully into your 2IC role.

To Apply:

Email my hiring manager directly: sarahm@surecallcc.com

Include:

Your resume

A cover letter

Your experience working in call centers (don't skip this -- I care about this part)

Answers to the following questions:

What makes you the right candidate for this role?

Why do you want to work for SureCall?

What sets you apart from other candidates?

This isn't just another operation's role. This is a chance to step into something bigger -- to be my second-in-command and grow within our organization.

Let's see if you're the one

Please Complete the Plum Assessment before applying: https://bit.ly/4jRcbLY

Job Type: Full-time

Pay: $60,000.00-$80,000.00 per year

Benefits:

Company events Extended health care On-site gym On-site parking Vision care Wellness program
Schedule:

8 hour shift Monday to Friday Weekends as needed
Application question(s):

Did you complete the plum assessment? https://bit.ly/4jRcbLY Did you email your resume to sarahm@surecallcc.com?
Work Location: In person

Application deadline: 2025-07-20