Senior Call Center Operations Leader

Margaritaville at Sea; Orlando (FL); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Employee Assistance Program

Life insurance & disability coverage

401(k) with company match

Job summary

Margaritaville at Sea is seeking a Senior Manager, Call Center to oversee daily operations, lead multiple teams, and drive performance across SLAs and KPIs. You will partner with senior leadership to shape strategic initiatives, enhance customer experiences, and optimize processes for efficiency while maintaining high quality and compliance.

The role requires a Bachelor’s degree and a track record of managing large call center teams, with strong leadership, communication, and analytical skills

Qualifications

• Bachelor’s degree or equivalent work experience in business/management.
• 7+ years in call center operations with at least 3 years in a leadership role.
• Proven track record of leading large teams and achieving performance targets.

Responsibilities

• Oversee daily call center operations across inbound/outbound calls, chat, and email.
• Lead and develop call center supervisors and agents through coaching and performance reviews.
• Define and execute call center strategy with senior leadership to improve customer experience and efficiency.
• Implement quality assurance programs and ensure compliance with policies and regulations.
• Analyze performance metrics and prepare reports to guide decision-making and improvements.

Skills

Leadership

People management

Call center operations

KPIs

CRM systems

ACD

WFM

Education

Bachelor's degree

Tools

CRM systems

ACD

WFM

Job description

Margaritaville at Sea is seeking a Senior Manager, Call Center to oversee daily operations, lead multiple teams, and drive performance across SLAs and KPIs. You will partner with senior leadership to shape strategic initiatives, enhance customer experiences, and optimize processes for efficiency while maintaining high quality and compliance.

The role requires a Bachelor’s degree and a track record of managing large call center teams, with strong leadership, communication, and analytical skills