{"id":1988436,"url":"https://alion.io/job/intelogix-operations-manager-call-center","title":"Operations Manager - Call Center","company":{"id":1988555,"name":"InteLogix","domain":"intelogix.com","url":"https://alion.io/company/intelogix","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Copperas Cove, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-11T01:39:16Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Salary: $65,000-$85,000 per year\nWho we are:\nInteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.\nOverview:\nThis role requires a multi-talented leader with deep customer care to help InteLogix evolve its customer care organization onsite in Copperas Cove, Texas. The ideal candidate will be focused on setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.\nResponsibilities:\nLead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.\nEstablish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.\nManage customer care support vendors and SaaS tool relationships.\nEvaluate existing systems and processes and implement redesigns to improve KPIs and efficiency.\nEstablish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.\nOversee the deployment of technology and features that improve the customer experience, alleviate the burden on its agents, and facilitate efficient operations.\nAct as a change agent, systematically driving continuous improvement and operational excellence.\nStay abreast of overall business targets, schedules, and activities.\nWork closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges.\nLead other groups to address customer-impacting issues, armed with clear, data-driven business cases.\nFollow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities.\nCreate and manage process and training for retention in all customer communications.\nPrepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.\nManage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs.\nOversee the training and development of current/new hires to provide the level of service that exceed customer expectations.\nEnsure full compliance with all regulations, compliance, and audit reports.\nManage P&L for the site/territory.\nParticipate in community engagement activities\nQualifications:\nA minimum of a Bachelors’ degree is preferred, or equivalent work experience.\n10+ years of customer care, customer service, call center operations, and/or consulting experience\n10+ years of experience in a people management role preferred.\n10+ years of experience in BPO/customer service/call-center preferred.\nExperience presenting to senior leadership, partnering cross-functionally, and driving change\nComplete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony.\nDemonstrated leadership and ability to work independently with minimal direction.\nDemonstrated ability to establish a positive working environment, coach, and guide teams.\nDemonstrated ability developing streamlined onboarding and training programs into client programs and campaigns.\nEstablished competency in creating and rolling out customer service processes, policies, and procedures.\nHighly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements.\nAbility to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects.","description_format":"text","description_chars":4120,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-07T04:08:06Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":102500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.833,"p_room":1,"age_days":4,"expected_fill_days":29,"reasons":["conf:1","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/intelogix-operations-manager-call-center","json_url":"https://alion.io/job/intelogix-operations-manager-call-center.json","meta":{"generated_at":"2026-10-11T03:46:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1831,"day_limit":5000,"remaining_today":3169,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1988555},"rest":"https://alion.io/mcp/rest/get_company?id=1988555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintelogix-operations-manager-call-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintelogix-operations-manager-call-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintelogix-operations-manager-call-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intelogix-operations-manager-call-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintelogix-operations-manager-call-center"}]}