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
• Dental care
• Extended health care
• On-site gym
• On-site parking
• Vision care
• Wellness program

Work Location: In perso

Please refer the Job description for details