Call Center Manager

Jacksonville, FL | Fully Onsite | Direct Hire | $80,000

We are seeking an experienced Call Center Operations Manager to lead a large, high-volume customer-facing team in Jacksonville.

This is a highly visible leadership opportunity with direct ownership of department performance, team development, and operational improvement.

• Medical, dental, and vision insurance
• 401(k) with employer match
• Employer-paid life insurance and short-term disability
• PTO and paid holidays
• Direct-hire opportunity with strong leadership visibility

• Lead, coach, and motivate a large team
• Manage day-to-day operations and overall department performance
• Track KPIs, productivity, quality, and service metrics
• Identify trends and implement process improvements
• Establish performance expectations and accountability standards
• Partner with internal teams on hiring and staffing needs
• Develop and maintain SOPs, workflows, and quality procedures
• Ensure confidentiality, privacy, and compliance standards are followed

• 5+ years of management experience in a call center, contact center, intake, customer service, or other high-volume operation
• Experience leading a large-scale team
  , ideally 75+ employees
• Strong coaching, performance management, and employee-development experience
• Proven experience with KPIs, reporting, process improvement, and operational change
• Strong communication, analytical, and problem-solving skills
• Experience with CRM, call-center, reporting, or workforce-management systems
• Experience in legal, healthcare, insurance, financial services, or another compliance-sensitive environment is a plus

Monday–Friday, approximately 8:00 AM–5:00 PM, fully onsite in Jacksonville. Some after-hours flexibility may be required.