Contact Center Operations Manager (Boca Raton)

We’re looking for a results-driven Call Center Manager to lead high-volume, global contact center operations across remote and offshore teams. This role is onsite in Boca Raton, Florida . The Manager of Operations is accountable for service level performance, operational efficiency, and team development in a fast-paced, 24/7 environment.

You’ll play a critical role in scaling performance, strengthening vendor partnerships, and driving a data-led culture across multiple regions.

What You’ll Do

• Lead day-to-day operations across remote and offshore teams (India, Mexico, Philippines)
• Own performance across key KPIs: Service Level, AHT, DPH, QA, and Adherence
• Partner with WFM, Training, QA, and IT to drive alignment and continuous improvement
• Monitor real-time performance and take immediate action to protect service levels
• Analyze trends, deliver root cause analysis, and implement data-backed solutions
• Coach and develop Supervisors and Team Leads to drive accountability and engagement
• Manage BPO/vendor relationships, including performance, SLAs, and contract adherence
• Standardize and enforce SOPs to ensure consistent, high-quality execution
• Lead initiatives to improve efficiency, conversion, and customer experience
• Communicate performance insights clearly to leadership and clients

What You Bring

• 2+ years managing offshore/BPO teams in a remote call center environment
• Experience leading high-volume, 24/7 contact center operations
• Strong knowledge of workforce management, real-time operations, and interval performance
• Hands-on experience with platforms like Five9, Genesys, RingCentral, or similar
• Advanced analytical skills with a track record of improving performance through data
• Proven ability to lead, coach, and drive accountability across distributed teams
• Strong communication skills, including experience presenting to senior leadership

Nice to Have

• Experience in roadside assistance, insurance, or dispatch environments
• Background in multi-client or multi-line-of-business operations
• Experience managing global vendors and complex SLA structures
• Exposure to automation, IVR optimization, or digital support channels

Why This Role

This is a high-impact leadership role with visibility across operations and client stakeholders. If you’re someone who thrives on improving performance, leading distributed teams, and turning data into action, this is an opportunity to make a measurable difference.