Call Center Manager

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K plan

Life insurance

Short-term disability

Job summary

Randstad USA in Orlando seeks a Manager of Service Delivery to coach frontline teams, reinforce culture, and drive exceptional service execution. You will lead daily coaching, develop IDPs, and align operations with KPI targets to improve client outcomes.

The role emphasizes hands-on leadership, performance management, and cross-functional collaboration with Tech, Product, and Ops. High School education required; first shift schedule applies.

Qualifications

• 3+ years of leadership experience in a call center or service delivery environment.
• Experience coaching and developing talent for frontline teams.
• Proven ability to drive KPI improvements and client outcomes.

Responsibilities

• Lead and coach agents daily to meet or exceed KPIs (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focused on behavior, skill growth, and resilience.
• Maintain IDPs and nurture high-potential talent.
• Participate in peer coaching to ensure leadership consistency across the org.
• Facilitate daily huddles, weekly scorecard reviews, and monthly deep-dives.
• Monitor real-time performance and course-correct to maintain service levels.
• Ensure alignment with policies and service expectations.
• Use data to identify trends, root causes, and skill gaps.
• Serve as primary escalation point for client-impacting issues.
• Escalate risks early and drive timely resolutions.
• Partner with Tech, Product, and Ops to troubleshoot issues.

Skills

Call Center

Call Center Support

Active Listening

Telephone Etiquette

Typing Skills

Basic Software Skills

Maintaining Calendars

Organization

Working Independently

Decision Making

Management

Coaching

Performance Management

SLA

Education

High School

Tools

Basic Software Tools

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.

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)