Call Center Operations ManagerShell Point Retirement Community

We are seeking an experienced Call Center Manager to lead and oversee a 24/7 call center operation, ensuring consistent, high-quality service to residents, employees, contractors, and vendors. This 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 proven 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.