Customer Service Manager

SNI Companies; Jacksonville (FL); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

401(k) with matching

Health, dental, and vision insurance

Life insurance

Paid time off

Employee assistance program

Health savings account

Employee referral program

Job summary

SNI Companies is hiring a Call Center Manager in Jacksonville, FL, onsite. You will lead a high-volume team, drive performance, and ensure an exceptional customer experience.

The ideal candidate will balance process, coaching, and hands-on leadership to maintain standards, improve metrics, and foster a positive, accountable culture. This role requires strong communication and organizational skills in a fast-paced environment.

Qualifications

• 5+ years of management experience in a call center or high-volume operation.
• Experience managing a large team (85+ employees or similar scale).
• Proven ability to implement SOPs, policies, workflows, and quality controls.
• Strong understanding of call center operations, customer service, and compliance.

Responsibilities

• Oversee daily operations and performance of the Call Center.
• Lead, coach, and motivate call center staff.
• Set clear expectations, goals, and accountability measures.
• Analyze KPIs, report trends, and drive improvements.

Skills

People leadership

Customer service

Analytical thinking

Operations management

Communication

Tools

CRM software

Call-center software

Workforce management tools

Job description

Starting $80,000 per year Jacksonville, FL Onsite

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Job Description

Position Overview

We are seeking a proactive, driven, and adaptable Call Center Manager to lead a high-performing, high-volume team through changing priorities and continued growth. This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

The Ideal Candidate

• Positive, energetic, and personable with a strong customer-service mindset
• Natural people leader who enjoys motivating, coaching, and developing others
• Comfortable leading in a fast-paced, high-volume environment
• Confident making decisions, solving problems, and holding team members accountable
• Passionate about delivering an exceptional customer experience
• Highly organized with the ability to balance multiple priorities
• Strong communicator who can effectively connect with employees and leadership at all levels

Key Responsibilities

• Oversee the day-to-day operations and overall performance of the Call Center
• Lead, manage, coach, and motivate Call Center team members
• Establish clear expectations, performance standards, goals, and accountability measures
• Track, analyze, and report on key department metrics and KPIs to identify trends, measure performance, and drive continuous improvement
• Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection
• Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional customer service
• Recognize employee achievements and create opportunities for professional growth and development
• Serve as the primary point of contact for call center-related issues and customer concerns
• Ensure team members follow established privacy, security, compliance, and communication protocols
• Build strong working relationships across departments and with leadership to ensure effective outcomes
• Assist with special projects, process improvements, and other responsibilities as assigned

Minimum Qualifications

• 5+ years of management experience in a call center, customer service environment, or comparable high-volume operation
• Demonstrated experience managing a large-scale team of 85+ employees or a comparable high-volume operation
• Proven ability to develop, implement, and maintain standard operating procedures, policies, workflows, and quality-control processes
• Strong understanding of call center operations, customer service, performance management, and compliance-sensitive communications
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable decisions
• Ability to effectively manage competing priorities in a fast-paced, deadline-driven environment
• Experience implementing process improvements and managing organizational change
• Proficiency with CRM, call-center, reporting, and workforce-management technologies

Pay

$80,000 annual salary

• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Life insurance and short-term disability insurance
• Paid time off
• Employee assistance program
• Health savings account
• Employee referral program

Schedule

• Full-time
• Monday–Friday, with flexibility to support business needs outside of standard hours
• Onsite in a professional office environment