Job Description

Location: Sanford, FL (100% Onsite)

Company Overview: Confidential ($600M+ Revenue | 2,000+ Employees)

THE OPPORTUNITY

We are seeking a visionary Call Center Operations Manager & Customer Support Leader to lead a high-stakes transformation of our customer support ecosystem. This is not a "maintenance" role; you will be the architect of a modernized, data-driven hub, transitioning our operations through advanced technology integration (including AI) and strategic change management.

Reporting to executive leadership, you will oversee a team of 25+ agents and support staff, handling 12,000 monthly interactions, with the primary goal of elevating the customer journey into a competitive advantage.

CORE RESPONSIBILITIES

Strategic Transformation & Innovation

• Modernization Roadmap: Design and execute a comprehensive strategic plan to transition the center into a proactive, analytics-driven service hub.
• Tech Stack Evolution: Spearhead the deployment of AI-powered tools for sentiment analysis, intelligent routing, and self-service automation.
• Change Management: Lead the cultural and operational shift required to adopt new workflows, ensuring alignment across all levels of the organization.

Operational Excellence

• Performance Engineering: Define and exceed KPIs including FCR, CSAT, NPS, and AHT while maintaining strict SLA adherence.
• Workforce Optimization: Implement sophisticated workforce management (WFM) strategies to ensure optimal staffing and scalability.
• Voice of the Customer (VoC): Collaborate with Sales, Marketing, and Field Ops to ensure a unified customer journey and provide actionable insights back to the business.

Leadership & Mentorship

• Team Development: Directly supervise and mentor 2 Supervisors and a growing team of 25+ agents.
• Culture Building: Foster a high-performance, accountable, and inclusive environment that prioritizes professional growth and excellence.

QUALIFICATIONS

• Experience: 7+ years of progressive leadership in call center or customer support environments, specifically within service-based industries.
• Technical Acumen: Proven success implementing CRM, IVR, and Omnichannel platforms . Specific experience with AI/Machine Learning applications in a support context is highly preferred.
• Analytical Rigor: Advanced ability to interpret complex data sets and translate them into executive-level dashboards and actionable business intelligence.
• Education: Bachelor’s degree in Business or Operations required; MBA or relevant technical certifications are a plus.
• Presence: Ability to work 100% onsite in Sanford, FL, and lead with a high-energy, visible presence.

Why Join Us?

This role offers the rare opportunity to "own" the transformation of a massive operational footprint. You will have the resources of a $600M organization with the mandate to innovate and disrupt the status quo.

The Company is an Equal Opportunity Employer. Specific company details will be shared with qualified candidates during the initial screening process.

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