Little Bridge Search · 4 days ago
Contact Center Manager
Altamonte Springs, FL
Full-time
Onsite
Director/Executive
$90K/yr - $120K/yrLittle 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. The role involves leading the day-to-day operations of a new contact center, establishing performance expectations, and driving performance across the customer journey.
Staffing & Recruiting
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
Qualification
Required
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)
Benefits
Strong benefits package (including generous PTO and a matched 401(k))
Company
Little Bridge Search
Little Bridge Search (LBS) is a start-up technical recruitment agency founded by three veteran IT recruiters in August 2021 based in Florida, NYC, and London.
Founded in 2021
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase