Call Center Manager

SNI Companies; Jacksonville (FL); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Life insurance

Short-term disability

Paid time off and holidays

Direct-hire opportunity

Job summary

SNI Companies in Jacksonville, FL is seeking an experienced Call Center Operations Manager to lead a large, high-volume customer-facing team onsite. You will own department performance and drive operational improvements in a highly visible leadership role.

The role requires 5+ years of management experience in call centers, a track record of coaching and developing staff, and strong skills in KPI tracking, reporting, and process optimization. Monday–Friday, 8:00 AM–5:00 PM, onsite.

Qualifications

• 5+ years of management experience in call center or high-volume operations.
• Experience leading a large-scale team (75+ employees) preferred.
• Strong coaching, performance management, and employee development skills.
• Proven ability to track KPIs, reporting, and process improvements.
• Experience with CRM, call-center reporting, or workforce management systems is a plus.

Responsibilities

• 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.

Skills

Team leadership

Performance management

Analytical skills

CRM experience

Staff coaching

Job description

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.

Why This Role

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

What’s offered:

• 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

What You’ll Do

• 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

What We’re Looking For

• 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

Schedule:

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