Contact Center Manager - Altamonte Springs - Little Bridge Search

    Little Bridge Search
    Little Bridge Search Altamonte Springs

    5 days ago

    Description

    Contact Center Operations Manager (Site Lead / GM – Launch Team)

    Alternative titles: Call Center Operations Manager, Contact Center Director (Site Lead), Site Director – Contact Center, Call Center General Manager, Head of Customer Operations, Customer Operations Director, Contact Center Manager (Launch Site)

    Target Start: April 2026

    About the Opportunity:

    Little Bridge Search is the recruitment partner for a globally successful international Travel Operator as it launches its FIRST US office and contact centre operation in the Orlando area.

    This is the senior on-site "build + lead" role. You'll join at the ground level and take ownership of day-to-day site performance, culture, operating rhythm, and launch execution.

    This is a rare chance to help build a new operation properly from Day 1 — backed by proven international teams and a leadership playbook that has already worked across multiple global office launches.

    Why this role is exceptional:

    • True launch-site leadership: you're building the standards, not inheriting legacy problems
    • Fast-track growth opportunity: as the US team scales, your scope and influence grows with it
    • Strong global support: established international teams and leadership structure behind you
    • Strong benefits package (including generous PTO and a matched 401(k))
    • International onboarding in the UK in April 2026 to fully immerse you in the operating model before launch

    Key Responsibilities:

    • Lead the day-to-day operation of a new on-site contact centre (Altamonte Springs), setting the pace, culture and performance expectations
    • Establish the operating cadence: daily priorities, team rhythms, escalation routes, handovers, and launch readiness planning
    • Drive performance across the full customer journey, partnering closely with Sales leadership, Customer Service leadership, and Flights/Ticketing leadership
    • Implement clear KPI management across sales/service environments (quality, conversion, productivity, adherence, customer outcomes)
    • Ensure scheduling/coverage works within a 5-day over 7 model (rotational weekends and later shift coverage across the site)
    • Hire, coach, and develop early leaders; build a healthy, high-performance culture (high standards without toxicity)
    • Identify operational blockers quickly and implement practical process improvements
    • Own site-level reporting, operational discipline, and cross-functional alignment with global teams

    Essential Qualifications:

    • Proven leadership experience in a contact centre / call center operations environment (sales + service exposure strongly preferred)
    • Strong KPI and performance management background (coaching, accountability, delivery rhythm)
    • Experience leading teams through change, growth or launch conditions (builder mentality)
    • Confident working cross-functionally and setting standards across multiple functions
    • Strong operational judgement, prioritisation and calm decision-making under pressure
    • Must be able to work on-site in Altamonte Springs, FL
    • Must have a valid passport and be able to travel internationally for UK onboarding/training in April 2026 (up to 4 weeks)

    Interested?

    Apply now for immediate and confidential consideration.

    We also share the full job description, client name, and all confirmed benefits with each qualified applicant.

    Candidate Referrals (Little Bridge Search – 2026):

    If this isn't right for you, but you know someone who would thrive in it, referrals are appreciated. If we place your referral, our thank-you includes either x2 tickets for experiences (MLS/NBA/MLB/NFL/VIP park tickets / F1 / major concerts) OR Amazon up to $1,000.

    (Referral rewards are issued for successfully placed candidates, subject to basic terms.)

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