Sr. Manager, Call Center

Margaritaville at Sea; Orlando (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Employee discounts

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Communication

Problem-solving

Data-driven decisions

Education

Bachelor’s degree

Tools

CRM systems

ACD

WFM tools

Job description

Job Details

Job Location: Orlando Office - Orlando, FL, Salary Range: Undisclosed, Company Overview

At Margaritaville at Sea our core purpose is to create and deliver fun and escapism. This drives all we do and is the heart of our decision making. As a valued member of our team, you'll contribute to providing an incredible guest experience every day of each cruise and in every way. You’ll also have opportunities to advance your career as we continue to grow. Your career path with us starts here!

Our Culture

Joining the Margaritaville at Sea team means embracing our Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions, which are every guest, every time, act with integrity and respect, shred responsibility for the well‑being of our guests, crew and community and each employee’s responsibility to ne better than the rest.. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones. These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.

Responsibilities

The Senior Manager, Call Center will be responsible for overseeing and directing the daily operations of the call center to deliver exceptional customer experiences, ensure operational efficiency, and achieve performance goals. This role leads multiple teams, supervisors, and support functions, while driving strategic initiatives to enhance customer satisfaction, streamline processes, and optimize overall performance.

• Operational Leadership: Manage the day-to-day operations of the call center, including inbound and outbound calls, chat, and email support. Ensure all activities adhere to service level agreements (SLAs), quality standards, and compliance requirements. Continuously monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to maintain operational excellence.
• Team Management: Lead and develop call center supervisors and agents through effective coaching, mentoring and performance reviews. Foster a positive, high-performance culture that emphasizes accountability and continuous improvement. Oversee workforce planning, scheduling and staffing to ensure adequate coverage and meet customer demand.
• Strategic Planning: Collaborate with senior leadership to define and execute the call center strategy in alignment with organizational goals. Identify opportunities for process automation, technology enhancements and cost optimization. Drive initiatives that enhance customer experience and improve operational efficiency across all channels.
• Quality & Compliance: Implement robust quality assurance programs and monitor compliance with company policies and regulatory standards. Address escalated customer issues promptly, ensuring timely and satisfactory resolution. Maintain a strong focus on delivering consistent, high-quality service.
• Reporting & Analytics: Analyze call center performance metrics and prepare comprehensive reports for leadership. Utilize data-driven insights to recommend process improvements, optimize resource allocation and forecast future operational needs. Ensure reporting supports strategic decision-making and continuous improvement efforts.

Qualifications

• Bachelor’s degree in Business, Management, or a related field, or equivalent work experience.

Experience

• Minimum of 7 years in call center operations, including at least 3 years in a leadership role.
• Demonstrated success in managing large teams and consistently achieving performance targets.

Knowledge, Skills, and Abilities

• Exceptional leadership and people management capabilities with a focus on team development.
• Strong communication and problem-solving skills, with the ability to influence and drive results.
• Proficiency in call center technologies such as CRM systems, Automatic Call Distribution (ACD), and Workforce Management (WFM) tools.
• Analytical mindset with the ability to interpret data, identify trends and make data-driven decisions.

Physical Demands

Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel

No travel

Work Conditions

Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Workplace Classification

This position is classified as “in-person,” which means the physical office in Orlando.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

Benefits

Health Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Additional programs include company paid term life insurance and disability coverage

Financial Benefits

• 401(k) plan that includes a company match

Paid Time Off

• Holidays – All full-time and part-time with benefits employees receive days off for 10 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
• Vacation Time – All full-time employees at the below the Director level start with 15 days/year; Director and above level have Discretionary Time Off, which for Directors is generally 15 days and for VPs and above 21 days. Part-time with benefits employees receive time off based on the number of hours they work.

Other Benefits

• Complementary stand‑by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a fast growing company that offers opportunities for advancement.

In addition to other duties/functions, this position requires full commitment and support for promoting an ethical and compliant culture. More specifically, this position requires integrity, honesty and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Margaritaville at Sea is an equal employment opportunity employer and all qualified applicants will receive consideration for employment on the basis of sex, race, color, sex, sexual orientation, gender identity, genetic information, national origin, religion, age, protected veteran status, disability status, marital status or any other classification protected by applicable local, state, federal, and/or international law.