Call Center Manager

Randstad USA; Roanoke (TX); On-site; USD 75,000 - 85,000; Full time

Job summary

Randstad USA is seeking a Manager of Service Delivery to lead frontline teams, coach agents, and drive service excellence. You’ll reinforce culture, develop talent, and ensure KPI and client outcomes improve through hands‑on leadership and accountable coaching.

The ideal candidate has 3+ years in management, strong SLA/CSAT/NPS focus, and a proven ability to partner with cross‑functional teams to resolve issues and elevate performance.

Qualifications

• 3+ years of management experience.
• Coaching and developing frontline agents.
• Proven track record in meeting SLA and CSAT targets.

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

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: 8 AM - 4 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

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].

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)