Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

The Senior Operations Manager is responsible for leading a large-scale, KPI-driven contact center operation, overseeing multiple Team Managers and a team of 100+ employees. This role owns end-to-end performance, driving operational execution, KPI improvement, and leadership development within a high-volume production environment.

This role requires proven experience leading large-scale operations (100+ employees) within a BPO or call center environment. Candidates without this background will not be considered.

Role Scope Clarification

• This is a hands-on operations leadership role, not a client-facing or advisory position
• Focused on managing large teams and driving performance outcomes, not individual contributor work
• Operates within a high-volume, KPI-driven contact center environment

This role requires proven experience leading large-scale operations (100+ employees) within a BPO or call center environment. Candidates without this background will not be considered.

Responsibilities

• • Manage and oversee multiple Team Managers, ensuring consistent performance and accountability across all reporting layers
  • Own end-to-end performance of a 100+ employee contact center operation, ensuring delivery against key KPIs
  • Drive daily and weekly operational execution, including staffing, productivity, and performance tracking
  • Identify and analyze trends within the teams, developing and executing initiatives to enhance performance based on key KPIs
  • Lead KPI performance improvement initiatives and ensure measurable impact on business outcomes
  • Work closely with Negotiation Directors to ensure alignment with organizational goals and performance expectations
  • Provide consistent feedback and leadership development to Team Managers to strengthen decision-making and execution
  • Coordinate with HR on personnel and performance-related matters
  • Navigate the department through organizational changes, ensuring alignment and clear communication
  • Collaborate with leadership to meet and exceed KPI targets

Qualifications

• • 5+ years of senior leadership experience managing managers within a BPO or call center environment
  • Proven experience leading large-scale teams (100+ employees)
  • Demonstrated track record of driving KPI performance and operational improvement
  • Strong business acumen with the ability to connect performance metrics to business outcomes
  • Strong analytical and problem-solving abilities
  • Excellent communication and leadership skills

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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