Senior Manager - Call Center

Randstad USA; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Randstad USA is seeking a Senior Manager of Service Delivery to lead day-to-day performance across a multi-team contact center. You will drive SLA, quality, and productivity, coach executives, and ensure disciplined execution.

This role acts as execution driver and innovation owner, partnering with IT, Product, and Workforce Management to optimize staffing, technology adoption, and customer experience.

Qualifications

• Minimum 5 years of managerial experience overseeing multi-team operations.
• Experience leading contact center performance against SLA, quality, and productivity targets.
• Experience with AI integration in workflows preferred (3+ years specified).

Responsibilities

• Drive target achievement across all teams and queues for SLA, quality, and productivity.
• Monitor real-time performance and intervene to close gaps.
• Collaborate with Workforce Management to optimize staffing and priorities.
• Mentor managers to own team outcomes and drive accountability.
• Lead data-driven 1:1s and performance reviews with root-cause analysis.
• Champion AI-enabled tools to maximize efficiency and sustained results.

Skills

Coaching

Managing

Maintaining Calendars

Organization

Answering Phones

Oral Communication

Working Independently

Decision Making

Handling Confidential Information

Microsoft Office

Written Communication

Problem Solving

AI Integration

Education

High School

Job description

The Senior Manager of Service Delivery leads day-to-day performance across a multi-team, multi-queue contact center environment. This role is accountable for delivering consistent results against SLA, quality, and productivity targets through manager leadership and disciplined execution.

This leader operates as an execution driver, coach, and innovation owner- responsible for running a high-performing operation while continuously improving how it operates.

salary: $90,000 - $130,000 per year

shift: First

work hours: 8 AM - 5 PM

education: High School

Responsibilities

• Target Achievement: Drive consistent results across all teams and queues for SLA, quality, and productivity metrics.
• Real-Time Management: Monitor performance live and execute immediate interventions to close gaps.
• WFM Partnership: Collaborate with Workforce Management to optimize staffing levels and priority alignment.
• Talent Growth: Lead and mentor managers to own their specific team outcomes and drive bottom-line accountability.
• Structured Cadence: Facilitate data-driven 1:1s and performance reviews focused on root-cause analysis and actionable results.
• Capability Building: Strengthen manager proficiency in coaching, decision-making, and performance management.
• Process Improvement: Identify trends from frontline feedback to prioritize and execute initiatives that improve cost, quality, and CX.
• AI & Workflow Adoption: Champion the use of AI-enabled tools (e.g., agent assist, QA automation) to maximize operational efficiency and sustained results
• Proactive Mitigation: Identify emerging risks to service levels or customer experience early.
• Strategic Escalation: Partner cross-functionally with IT, Product, and WFM to resolve technical or operational challenges with clear context and proposed solutions.

Skills

• Coaching
• Managing
• Maintaining Calendars
• Organization
• Answering Phones
• Oral Communication
• Working Independently
• Decision Making
• Handling Confidential Information
• Microsoft Office
• Written Communication
• Problem Solving
• AI Integration (3 years of experience is required)

Qualifications

• Years of experience: 5 years
• Experience level: Manager

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Experience

• Manager
• 5 years

Education

• High School (required)