Sr. Manager, Call Center

Margaritaville at Sea • Orlando, FL

35d • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in Business, Management, or a related field, or equivalent work 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.
• 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.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Full commitment and support for promoting an ethical and compliant culture.
• Integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Company paid term life insurance and disability coverage
• 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.
• Complementary stand-by cruises
• Employee discounts on confirmed cruises, plus special rates for family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree