Onsite Call Center Leader - 85+ Agents, CX Excellence

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

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.