Call Center Manager

Are you a people-first leader who thrives on coaching, developing talent, and driving daily performance? We’re looking for a Manager of Service Delivery who excels at leading frontline teams, reinforcing culture, and ensuring exceptional service execution. salary: $75,000 - $84,999.98 per year shift: First work hours: 10 AM - 7 PM education: High School Responsibilities Lead and coach agents daily to meet or exceed key performance indicators (SLA, NPS, CSAT, FCR). Conduct weekly 1:1s focused on behaviors, skill growth, and professional resilience. Maintain Individual Development Plans (IDPs) and actively identify and nurture high-potential talent. Participate in peer coaching circles to share best practices and strengthen leadership consistency across the organization. Facilitate daily huddles, weekly scorecard reviews, and monthly operational deep dives. Monitor real-time performance and proactively course-correct to ensure service levels are maintained. Ensure strict alignment with company policies, procedures, and service expectations. Use data insights to identify performance trends, root causes, and skill gaps within the team. Serve as the primary escalation point for critical, client-impacting issues. Escalate operational risks early and drive them to a timely resolution. Partner cross-functionally with Tech, Product, and Ops teams to troubleshoot systemic issues. Skills Call Center Call Center Support Active Listening Telephone Etiquette Typing Skills Basic Software Skills Maintaining Calendars Organization Working Independently Decision Making Management (3 years of experience is required) Coaching (1 year of experience is required) Performance Management (3 years of experience is required) SLA (3 years of experience is required) Qualifications Years of experience: 3 years Experience level: Experienced Education High School (required) 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. 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, our organization 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. #J-18808-Ljbffr