Job Description

Job Description

* Specific company information will be shared with qualified candidates. This growing company has 2000+ employees and does 450M+ in top line revenue. This is a fully onsite position in Sanford, FL.

The Call Center Operations Manager & Customer Support Leader will oversee the strategic, operational, and technological transformation of the company’s customer support center. This role combines leadership, analysis, and change management to ensure the contact center operates as a high-performing, data-driven hub that elevates the customer experience. The leader will be responsible for developing long-term strategies, driving performance improvements, managing change initiatives, and implementing innovative technologies, including AI-powered tools, to enhance service delivery and operational efficiency.

SUPERVISORY RESPONSIBILITY:

• Directly supervises 2 call center supervisors over 25+ customer service agents, and support staff. The call center receives 800-1200 calls daily.
• Oversees recruitment, training, and performance management processes.
• Provides leadership and mentorship to promote professional development and a high-performance culture.

DUTIES & RESPONSIBILITIES:

Strategic Leadership & Planning

• Develop and execute a comprehensive strategic plan for call center operations aligned with company growth and customer experience goals.
• Collaborate with executive leadership to define vision, KPIs, and service excellence benchmarks.
• Lead change management initiatives to transition the call center into a proactive, analytics-driven service hub.

Operational Excellence

• Manage daily operations across inbound, outbound, and digital channels, ensuring SLA adherence.
• Monitor and analyze performance metrics (AHT, FCR, CSAT, NPS) to identify trends, root causes, and opportunities for improvement.
• Implement workforce management strategies for optimal staffing, scheduling, and efficiency.

Technology & Innovation

• Spearhead the deployment and integration of new technology, including AI-powered tools for call routing, sentiment analysis, and self-service.
• Evaluate and optimize CRM, IVR, and omnichannel platforms to enhance customer engagement.
• Partner with IT and vendors to ensure smooth implementation, scalability, and compliance.

Analysis & Reporting

• Create and maintain analytical dashboards to track operational performance and customer experience metrics.
• Conduct root cause analysis to resolve recurring issues and improve processes.
• Use predictive analytics to anticipate staffing needs, customer demands, and service trends.

Change Management

• Develop and execute change management plans for process improvements and technology rollouts.
• Engage stakeholders at all levels to ensure alignment and adoption of new systems and workflows.
• Provide training and communication strategies to support smooth transitions

Customer Experience Strategy

• Serve as the voice of the customer, using feedback and analytics to shape service enhancements.
• Collaborate with field operations, sales, and marketing for a unified customer journey.
• Implement quality assurance programs to ensure consistent service delivery.

Required Skills/Abilities:

• Strong leadership and team development skills with the ability to inspire and motivate diverse teams.
• Expertise in call center operations, workforce management, and performance optimization.
• Advanced analytical skills with the ability to interpret complex data and translate insights into action.
• Proven experience in change management and driving organizational transformation.
• Familiarity with AI applications, CRM systems, and omnichannel service platforms.
• Excellent communication, stakeholder management, and problem-solving abilities.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Business, Operations, or related field; MBA or technical certifications preferred.
• 7+ years of call center or customer support leadership experience in service-based industries.
• Demonstrated success in strategic planning, technology implementation, and performance improvement.

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to work in a fast-paced environment and handle multiple priorities.

The Company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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