Call Center Manager

Randstad USA; Orlando (FL); On-site; USD 75,000 - 85,000; Full time

Job summary

Randstad USA in Orlando, FL is seeking a Manager of Service Delivery who excels at coaching frontline agents, developing talent, and driving daily performance. You will lead the team to consistently improve KPIs and client outcomes, reinforce culture, and serve as the primary escalation point for client-impacting issues.

The role offers a first shift (10:00–19:00) with a high school requirement and a salary of $75,000–$85,000 per year, plus Randstad's benefits package.

Qualifications

• 3 years of management experience in a call center.
• 1 year of coaching experience required.
• 3 years experience with SLA metrics.
• Strong organizational and communication skills.

Responsibilities

• Lead and coach agents to meet KPIs (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s for growth and resilience.
• Maintain IDPs and nurture high-potential talent.
• Participate in peer coaching and strengthen leadership consistency.
• Facilitate daily huddles and monthly deep dives.
• Monitor real-time performance and adjust to maintain service levels.
• Ensure policy and service-expectation alignment.
• Use data to identify trends, root causes, and gaps.
• Serve as escalation point for client-impacting issues.
• Escalate risks early and drive resolutions.
• Partner with Tech, Product, Ops to troubleshoot issues.

Skills

Call Center

Call Center Support

Active Listening

Telephone Etiquette

Typing Skills

Basic Software

Calendars

Organization

Independent Work

Decision Making

Management

Coaching

Performance Management

SLA

Education

High School

Job description

Are you a people-first leader who thrives on coaching, developing talent, and driving daily performance? We're looking for a Manager of Service Delivery who excels at leading frontline teams, reinforcing culture, and ensuring exceptional service execution.

This role is ideal for someone who loves hands‑on coaching, builds confidence and capability in others, and creates a high‑performance environment where KPIs and client outcomes consistently improve. As the frontline force for performance excellence, accountability, and team engagement, you will directly impact our growth and the success of our people.

salary: $75,000 - $85,000 per year • shift: First • work hours: 10 AM - 7 PM • education: High School

Responsibilities

• Lead and coach agents daily to meet or exceed key performance indicators (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focused on behaviors, skill growth, and professional resilience.
• Maintain Individual Development Plans (IDPs) and actively identify and nurture high-potential talent.
• Participate in peer coaching circles to share best practices and strengthen leadership consistency across the organization.
• Facilitate daily huddles, weekly scorecard reviews, and monthly operational deep dives.
• Monitor real-time performance and proactively course‑correct to ensure service levels are maintained.
• Ensure strict alignment with company policies, procedures, and service expectations.
• Use data insights to identify performance trends, root causes, and skill gaps within the team.
• Serve as the primary escalation point for critical, client‑impacting issues.
• Escalate operational risks early and drive them to a timely resolution.
• Partner cross‑functionally with Tech, Product, and Ops teams to troubleshoot systemic issues.

Skills

• Call Center
• Call Center Support
• Active Listening
• Telephone Etiquette
• Typing Skills
• Basic Software Skills
• Maintaining Calendars
• Organization
• Working Independently
• Decision Making
• Management (3 years of experience is required)
• Coaching (1 year of experience is required)
• Performance Management (3 years of experience is required)
• SLA (3 years of experience is required)

Qualifications

• Years of experience: 3 years
• Experience level: Experienced

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc.

In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short‑term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Experience

• Experienced
• 3 years

Education

• High School (required)