Call Center Manager

Key Responsibilities

• Lead, coach, and develop supervisors through weekly one-on-ones, structured feedback, and performance reviews.
• Build a high-accountability, team-first culture grounded in consistency, fairness, and trust.
• Champion a non-biased, equitable work environment where every team member is set up to succeed.
• Own agent and supervisor performance management from end to end, including recognition programs, corrective action, and performance improvement plans.
• Model the behaviors you expect. This team takes its cues from how leadership shows up on the floor.
• Own day-of operational decisions including staffing adjustments, queue management, and real-time issue resolution.
• Serve as the primary escalation point for supervisors handling complex customer, fraud, and order management situations.
• Maintain operational readiness across phone and email channels, making sure SLAs and quality targets are met consistently.
• Partner with Workforce Management on scheduling, overtime approvals, attrition monitoring, and capacity planning.
• Keep a close eye on contact drivers across fraud, payments, and order management, and surface emerging trends to leadership.
• Lead peak season operational planning including staffing ramp, training readiness, and floor execution.
• Partner with HR and recruiting seasonal hiring classes and own new hire readiness alongside training leads.
• Make sure the team can scale from 35 to 90-plus agents without losing quality or service consistency.
• Represent the contact center in cross-functional conversations and bring an operational perspective to the table.
• Partner with Order Management, Fraud, and Payments teams on policy alignment and escalation resolution.
• Share ground-level insight with the CX Director on what agents are hearing and what customers are experiencing, so that feedback can shape strategic priorities.

Qualifications

• 5 or more years of contact center experience, including at least 3 years in a management role with direct oversight of supervisors.
• Proven experience scaling teams through peak, seasonal, or high-volume surge periods.
• Solid workforce management skills including scheduling, capacity planning, real-time adherence, and overtime management.
• Experience owning a quality assurance program, including scoring frameworks, coaching integration, and continuous improvement.
• Hands-on experience with an enterprise CCaaS telephony platform.
• Strong coaching instincts and a track record of developing supervisors and building team accountability.
• Comfortable working with dashboards, scorecards, and reporting tools to drive performance decisions.
• Able to work on-site in Hillsborough. This is a floor-first leadership role.
• Committed to building a fair, equitable, and inclusive team environment.
• Strongly Preferred: Experience managing multiple channel operations at the same time. Background in sports, retail, or e-commerce contact center environments. Familiarity with workforce management and QA platforms. CRM case management experience including ticketing, workflow, and SLA tracking. Familiarity with AI-assisted contact center platforms and a track record of adopting new technology quickly.