Call Center Director - Jacksonville, FL Confidential Jacksonville, FL Job Details Full-time | Contract 1 day ago Qualifications Conversion rate tracking Spanish Operational analysis Managing teams in a customer support role Team leadership Coaching English Frontline customer support management Quality performance measurement Business operations Process management Senior leadership Full Job Description Call Center Director - Jacksonville, FL On-Site | Full-Time | Leadership Position Confidential Hiring Process This position is being advertised as part of a strictly confidential recruitment process for a growing U.S.-based organization. The identity of the employer will be disclosed only to selected candidates at the appropriate stage of the interview process. Discretion and confidentiality throughout the entire hiring process are required. We are seeking an experienced Call Center Director to lead and oversee our on-site Call Center operation in Jacksonville, Florida . This is a hands-on leadership role responsible for team performance, staffing, operational execution, service quality, and continuous improvement in a high-volume environment. What You'll Do Lead the day-to-day operations of the Jacksonville Call Center Manage, coach, and develop Call Center Managers, Supervisors, and frontline team members Establish and monitor KPIs related to call volume, response time, conversion, quality, attendance, productivity, and overall performance Oversee staffing levels, scheduling, coverage, and workforce needs across day and night operations Develop and improve workflows, procedures, scripts, and performance standards Drive accountability through regular performance reviews, coaching, and corrective action when necessary Ensure consistent quality and professionalism across all client interactions Analyze operational data and provide clear performance reporting to senior leadership Identify operational gaps and implement solutions to improve efficiency, service quality, and conversion Partner with leadership on hiring, training, workforce planning, and continued growth of the Call Center What We're Looking For 7+ years of Call Center, Contact Center, or high-volume customer operations experience 3+ years in a Call Center Manager, Director, Senior Operations Manager, or similar leadership position Proven experience managing large teams and frontline leaders Strong knowledge of Call Center KPIs, workforce management, quality assurance, and performance management Demonstrated ability to improve productivity, conversion, service levels, and operational performance Strong leadership, coaching, communication, and decision-making skills Comfortable working in a fast-paced, metrics-driven environment Experience supporting legal, healthcare, insurance, financial services, or other high-volume client-facing operations is preferred Bilingual English/Spanish is a plus Work Structure Jacksonville, Florida Full-time On-site Leadership position Availability to oversee operations across multiple shifts when required What We Offer Competitive leadership compensation based on experience Benefits package Opportunity to lead and develop a growing Call Center operation Direct interaction with senior leadership Significant ownership over team performance, processes, and operational results Confidentiality Notice This search is strictly confidential. Employer identity and additional organizational information will be disclosed only to candidates selected to advance in the process. Candidates are expected to maintain strict confidentiality regarding all company, operational, employee, and recruitment information shared during the hiring process.

Work Location:

In person