We are seeking an experienced Call Center Manager to oversee a high-volume contact center of 500 agents, including 300 agents based locally in Coral Gables. The ideal candidate will be a bilingual (English/Spanish) professional with proven leadership experience in large-scale call center environments. This individual will ensure the delivery of excellent customer service, compliance with regulatory standards, and achievement of performance goals while fostering a culture of accountability, teamwork, and continuous improvement. Key Responsibilities: Lead, manage, and develop a team of 500+ call center agents and support staff, with 300 agents operating locally in Coral Gables. Oversee daily operations, including inbound/outbound call flow, agent scheduling, workload balancing, and service level management. Monitor KPIs (e.g., call quality, response time, conversion rates, compliance) and implement strategies to meet or exceed targets. Build and maintain a bilingual service model to ensure effective communication with English- and Spanish-speaking clients. Partner with senior leadership to align call center goals with company objectives and client satisfaction standards. Develop and execute training, coaching, and performance management programs to maximize team productivity. Ensure compliance with all company policies, legal requirements, and industry regulations. Manage workforce planning, capacity forecasting, and staffing needs to support growth. Drive technology adoption, process improvements, and quality assurance initiatives. Foster a positive, inclusive, and high-performance work culture that encourages employee retention and engagement. Qualifications: Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred). Bilingual proficiency in English and Spanish (verbal and written) required. Minimum of 7+ years of call center leadership experience, including 3+ years managing teams of 300+ agents. Proven success in scaling operations, improving call center efficiency, and achieving KPIs in high-volume environments. Strong understanding of call center technology platforms (CRM, telephony, workforce management tools, quality monitoring). Exceptional interpersonal, communication, and leadership skills with the ability to motivate and manage large, diverse teams. Experience in healthcare, legal services, or referral-based industries preferred. Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs. Seniority level Mid-Senior level Employment type Contract Job function Information Technology Industries Staffing and Recruiting Benefits include medical insurance, vision insurance, and 401(k). #J-18808-Ljbffr StevenDouglas
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