Customer Service Manager

Legal Jacksonville, Florida Direct Hire Sep 11, 2026

Salary:

$80,000 annually Position Overview We are seeking a proactive, driven, and adaptable Call Center Manager to lead a high-performing, high-volume team through changing priorities and continued growth. This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed. The Ideal Candidate

Positive, energetic, and personable with a strong customer-service mindset

Natural people leader who enjoys motivating, coaching, and developing others

Comfortable leading in a fast-paced, high-volume environment

Confident making decisions, solving problems, and holding team members accountable

Passionate about delivering an exceptional customer experience

Highly organized with the ability to balance multiple priorities

Strong communicator who can effectively connect with employees and leadership at all levels

Key Responsibilities

Oversee the day-to-day operations and overall performance of the Call Center

Lead, manage, coach, and motivate Call Center team members

Establish clear expectations, performance standards, goals, and accountability measures

Track, analyze, and report on key department metrics and KPIs to identify trends, measure performance, and drive continuous improvement

Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection

Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional customer service

Recognize employee achievements and create opportunities for professional growth and development

Serve as the primary point of contact for call center-related issues and customer concerns

Ensure team members follow established privacy, security, compliance, and communication protocols

Build strong working relationships across departments and with leadership to ensure effective outcomes

Assist with special projects, process improvements, and other responsibilities as assigned

Minimum Qualifications

5+ years of management experience in a call center, customer service environment, or comparable high-volume operation

Demonstrated experience managing a large-scale team of 85+ employees or a comparable high-volume operation

Proven ability to develop, implement, and maintain standard operating procedures, policies, workflows, and quality-control processes

Strong understanding of call center operations, customer service, performance management, and compliance-sensitive communications

Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable decisions

Ability to effectively manage competing priorities in a fast-paced, deadline-driven environment

Experience implementing process improvements and managing organizational change

Proficiency with CRM, call-center, reporting, and workforce-management technologies

Benefits

401(k) with matching contributions

Comprehensive health, dental, and vision insurance

Life insurance and short-term disability insurance

Paid time off

Employee assistance program

Health savings account

Employee referral program

Schedule

Full-time

Monday-Friday, with flexibility to support business needs outside of standard hours

Onsite in a professional office environment

#SN