Call Center Operations Manager

Shell Point Retirement Community • Fort Myers, FL

5d

About The Position

Lead and oversee a 24/7 call center operation, ensuring consistent, high-quality service to residents, employees, contractors, and vendors. The role is responsible for staffing, team development, performance management, service standards, incident response, and escalation resolution while monitoring operational metrics to drive efficiency and improve the customer experience. The ideal candidate has supervisory experience in a high-volume call center or service maintenance environment, strong communication and problem-solving skills, and proficiency with Microsoft 365, service management platforms, and emerging technologies. The successful candidate will bring a solutions-oriented mindset, strong technical aptitude, and a commitment to operational excellence and continuous improvement.

Requirements

• Proven supervisory experience in a high-volume call center or service maintenance environment.
• Strong communication and problem-solving skills.
• Proficiency with Microsoft 365, service management platforms, and emerging technologies.
• Strong technical aptitude.
• Solutions-oriented mindset.
• Commitment to operational excellence and continuous improvement.

Responsibilities

• Lead and oversee a 24/7 call center operation.
• Ensure consistent, high-quality service to residents, employees, contractors, and vendors.
• Manage staffing, team development, and performance.
• Establish and maintain service standards.
• Handle incident response and escalation resolution.
• Monitor operational metrics to drive efficiency and improve the customer experience.

Benefits

• Medical, vision, and dental coverage.
• Free onsite health clinic and free generic prescriptions.
• 403(b) with company match.
• Generous paid time off (PTO).
• Group term life insurance.
• Free annual flu shot.
• Employee assistance program.
• Discounted employee café.
• Bridge toll reimbursement.
• Corporate discounts.
• Tuition discounts and scholarships.
• Interest-free emergency loan program.
• Referral bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed