Orlando Call Center Leader: Growth & Impact

Margaritaville at Sea; Orlando (FL); Sur place; USD 85 000 - 110 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) plan

Paid time off

Employee discounts

Résumé du poste

Margaritaville at Sea in Orlando is seeking a Senior Manager, Call Center to oversee daily operations, deliver exceptional customer experiences, and drive performance.

You will lead multiple teams, manage supervisors and staff, and implement strategic initiatives across channels, with a strong focus on quality, efficiency, and KPI achievement.

The ideal candidate has a Bachelor's degree, 7+ years in call center operations, 3+ years in leadership, and proficiency with CRM, ACD and WFM tools.

Qualifications

• Bachelor’s degree in Business, Management, or related field or equivalent experience.
• 7+ years in call center operations with 3+ years in leadership.
• Proven ability to lead large teams and meet performance targets.

Responsabilités

• Operational Leadership: manage day-to-day call center operations and ensure SLAs.
• Team Management: coach and develop supervisors and agents; staffing and scheduling.
• Strategic Planning: define call center strategy aligned with company goals.
• Quality & Compliance: implement QA programs and ensure regulatory compliance.
• Reporting & Analytics: analyze KPIs and prepare leadership reports for decisions.

Connaissances

Leadership

Communication

Problem-solving

Data-driven decisions

Formation

Bachelor’s degree

Outils

CRM systems

ACD

WFM tools

Description du poste

Margaritaville at Sea in Orlando is seeking a Senior Manager, Call Center to oversee daily operations, deliver exceptional customer experiences, and drive performance.

You will lead multiple teams, manage supervisors and staff, and implement strategic initiatives across channels, with a strong focus on quality, efficiency, and KPI achievement.

The ideal candidate has a Bachelor's degree, 7+ years in call center operations, 3+ years in leadership, and proficiency with CRM, ACD and WFM tools.