Call Center Performance Leader & Coach

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

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.