Call Center Operations Manager

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.

What You’re Looking For… One of the top 25 employers in Lee County, Shell Point boasts a caring and compassionate work environment where employees genuinely care for the residents they serve. It is an environment of kindness and dignity that sets us apart from the rest. With approximately 2,400 residents and more than 1,100 employees, Shell Point Retirement Community is the largest of its kind in the State of Florida and the second largest in the country.

We believe, as our residents and employees do, that Shell Point is a truly unique place and may represent the smartest choice you can make for your future. Employees mean everything to us which is why we strive to provide a total compensation package that is so much more than just a paycheck. In addition to pay, total compensation includes health and wellness plans, rewards and incentives, perks and paid time-off as well as an assortment of other benefits that aim to increase financial security, offer professional development, and promote a healthy, fulfilling life.

We recognize that our continued and unparalleled success as one of the largest life care communities in the country is thanks to our team of dedicated, compassionate, and talented employees who choose to make Shell Point their second home. Our commitment is to offering them a great work environment with competitive pay, great benefits and perks.

Health & Wellness Medical, Vision & Dental FREE Onsite Health Clinic with FREE Generic Prescriptions 403(b) with Company Match Generous Paid Time Off (PTO) Group Term Life Insurance Free Annual Flu Shot Employee Assistance Program Perks Discounted Employee Café Bridge Toll Reimbursement Corporate Discounts Tuition Discounts & Scholarships Interest Free Emergency Loan Program Referral Bonus We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, marital status, or any other characteristic protected by law.