Contact Center Manager

Little Bridge Search; Town of Florida (NY); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Generous PTO

Matched 401(k)

International onboarding in the UK

Job summary

A leading international travel operator is seeking a Contact Center Operations Manager to build and lead a new operation in Altamonte Springs, FL. This role involves overseeing day-to-day site performance, establishing operating standards, and driving customer journey performance. Candidates should have proven leadership experience in contact center environments and a strong background in KPI management. The position offers growth potential as the US team scales and includes international onboarding in the UK in April 2026.

Qualifications

• Proven leadership experience in a contact centre / call center operations.
• Strong KPI management background with coaching and accountability.
• Experience leading teams through launch and growth conditions.

Responsibilities

• Lead day-to-day operations of the new on-site contact centre.
• Establish daily priorities and team rhythms.
• Drive performance across the full customer journey.
• Implement clear KPI management across environments.
• Hire, coach, and develop early leaders.

Skills

Leadership experience in contact center operations

KPI and performance management

Change and growth leadership

Cross-functional collaboration

Operational judgement

Job description

Overview

Contact Center Operations Manager (Site Lead / GM – Launch Team)

Alternative titles: Call Center Operations Manager, Contact Center Director (Site Lead), Site Director – Contact Center, Call Center General Manager, Head of Customer Operations, Customer Operations Director, Contact Center Manager (Launch Site)

Target Start: April 2026

About the Opportunity

Little Bridge Search is the recruitment partner for a globally successful international Travel Operator as it launches its FIRST US office and contact centre operation in the Orlando area.

This is the senior on-site “build + lead” role. You’ll join at the ground level and take ownership of day-to-day site performance, culture, operating rhythm, and launch execution.

This is a rare chance to help build a new operation properly from Day 1 — backed by proven international teams and a leadership playbook that has already worked across multiple global office launches.

Why this role is exceptional

• True launch-site leadership: you’re building the standards, not inheriting legacy problems
• Fast-track growth opportunity: as the US team scales, your scope and influence grows with it
• Strong global support: established international teams and leadership structure behind you
• Strong benefits package (including generous PTO and a matched 401(k))
• International onboarding in the UK in April 2026 to fully immerse you in the operating model before launch

Key Responsibilities

• Lead the day-to-day operation of a new on-site contact centre (Altamonte Springs), setting the pace, culture and performance expectations
• Establish the operating cadence: daily priorities, team rhythms, escalation routes, handovers, and launch readiness planning
• Drive performance across the full customer journey, partnering closely with Sales leadership, Customer Service leadership, and Flights/Ticketing leadership
• Implement clear KPI management across sales/service environments (quality, conversion, productivity, adherence, customer outcomes)
• Ensure scheduling/coverage works within a 5-day over 7 model (rotational weekends and later shift coverage across the site)
• Hire, coach, and develop early leaders; build a healthy, high-performance culture (high standards without toxicity)
• Identify operational blockers quickly and implement practical process improvements
• Own site-level reporting, operational discipline, and cross-functional alignment with global teams

Essential Qualifications

• Proven leadership experience in a contact centre / call center operations environment (sales + service exposure strongly preferred)
• Strong KPI and performance management background (coaching, accountability, delivery rhythm)
• Experience leading teams through change, growth or launch conditions (builder mentality)
• Confident working cross-functionally and setting standards across multiple functions
• Strong operational judgement, prioritisation and calm decision-making under pressure
• Must be able to work on-site in Altamonte Springs, FL
• Must have a valid passport and be able to travel internationally for UK onboarding/training in April 2026 (up to 4 weeks)

Interested?

Apply now for immediate and confidential consideration.

We also share the full job description, client name, and all confirmed benefits with each qualified applicant.

If this isn’t right for you, but you know someone who would thrive in it, referrals are appreciated. If we place your referral, our thank-you includes either x2 tickets for experiences (MLS/NBA/MLB/NFL/VIP park tickets / F1 / major concerts) OR Amazon up to $1,000.

(Referral rewards are issued for successfully placed candidates, subject to basic terms.)