Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The RoleWe are looking for a strategic and people-focused Operations Manager to oversee the day-to-day performance of our Call Center operations. You’ll be responsible for driving results through performance management, continuous improvement, and leadership development—ensuring that service levels, quality, and client expectations are consistently exceeded.
Drive Operational Performance (20%)
Monitor key performance indicators (KPIs) and take action to ensure business targets are consistently met.
Identify trends and performance gaps, and execute effective improvement strategies.
Lead Continuous Improvement (20%)
Implement initiatives to enhance operational efficiency, reduce costs, and improve service quality.
Lead change management efforts across teams and processes.
Develop Leadership Talent (30%)
Coach and mentor Team Managers and other frontline leaders to build internal capability.
Create a culture of accountability, growth, and engagement within the team.
Manage Reporting and Insights (10%)
Deliver accurate and insightful reports on performance, trends, and operational initiatives.
Present data-driven updates to senior leadership and clients.
Ensure Compliance and Mitigate Risk (10%)
Maintain compliance with legal, contractual, and industry regulations.
Proactively identify and address potential operational risks.
Maintain Client Relationships (10%)
Serve as the main point of contact for key clients, ensuring SLAs and contractual terms are met.
Resolve escalated client concerns with urgency and professionalism.
What You Will Bring- Proven Experience: 5+ years in call center operations with at least 2 years in a management role, preferably in a high-volume environment.
- Leadership Skills: Demonstrated ability to lead, coach, and develop high-performing teams.
- Performance Focus: Strong understanding of call center KPIs and experience driving team performance.
- Analytical Mindset: Ability to interpret operational data and generate actionable insights.
- Process Improvement Acumen: Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
- Client-Centric Approach: Strong client management and communication skills with a proactive mindset.
- Compliance Knowledge: Familiarity with legal, regulatory, and contractual requirements related to call center operations.
- Tech Savvy: Comfortable using reporting tools, workforce management systems, and CRM platforms (e.g., Excel, Power BI, Salesforce).
What We Offer
Competitive salary and performance-based incentives
Health, dental, and retirement benefits
Professional growth and leadership development programs
A collaborative and high-energy workplace
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
EQUAL OPPORTUNITY EMPLOYER
The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
Skills Required
- 5+ years of experience in call center operations
- At least 2 years of experience in a management role
- Experience in a high-volume call center environment
- Ability to lead, coach, and develop high-performing teams
- Strong understanding of call center KPIs and experience driving team performance
- Experience leading process improvement initiatives that reduce costs, improve efficiency, and enhance service quality
- Strong client management and communication skills
- Familiarity with legal, regulatory, and contractual requirements related to call center operations
- Ability to interpret operational data and generate actionable insights
- Comfort using reporting tools, workforce management systems, and CRM platforms
- Experience with Excel, Power BI, or Salesforce
What We Do
Solera is a leading global provider of integrated vehicle lifecycle and fleet management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a “one-stop shop” solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.
