Now Hiring - The Daily Draft - Call Center Manager in Miami, FL

Full description of the position

Prior to applying, please note that this is a full-time in-person position at our office located in Miami About Us At Debt Consultants Group, we approach financial solutions differently to meet our clients' needs. Our mission is to provide transparent, effective, and empathetic support to clients dealing with unsecured debt. As we grow, we're building a top-tier customer support and sales team--and we're looking for a Call Center Manager to help us lead the way. Role Overview As Call Center Manager, you'll be responsible for building, scaling, and optimizing our call center operations. This role will lead a team of sales agents, customer service reps, and support staff focused on delivering exceptional service, driving enrollment, and supporting client success throughout their journey. This is a hands-on leadership role, ideal for someone who thrives in a fast- paced startup environment, brings strong people-management skills, and has experience in debt relief, financial services, or high-compliance industries. Key Responsibilities * Build and manage the daily operations of the call center, including inbound and outbound calls. * Recruit, train, mentor, and motivate a high-performing team of agents. * Set performance goals, KPIs, and call quality standards--and hold the team accountable to them. * Monitor agent performance through live monitoring, call recordings, and analytics tools. * Collaborate with Sales, Compliance, and Client Services to align strategy and ensure consistent customer experience. * Develop call scripts, workflows, and standard operating procedures (SOPs) * Analyze data to identify trends, optimize staffing, and improve processes. * Manage call center tools and technology, including CRMs, dialers, and QA systems. * Report regularly on performance, challenges, and strategic improvements to leadership. Qualifications * 3-5+ years of experience managing a call center, preferably in debt relief, collections, financial services, or a startup environment. * Proven experience managing both inbound and outbound teams. * Excellent leadership and coaching skills. * Strong data-driven mindset with experience in performance management and call analytics. * Familiarity with CRM and dialer systems (e.g., Salesforce, Converso, 8x8, etc.). * Startup experience is a huge plus--must be comfortable with rapid change and building processes from scratch. Nice to Have * Bilingual (Spanish) is a plus. * Experience with scripting and automation tools. What We Offer * Competitive salary * Growth potential in a rapidly scaling startup * A mission-driven culture focused on real impact DCG provides customized small business debt relief programs, empowering businesses with the solutions they need to get their operations back on track. Job Type: Full-time Pay: $25.00 - $30.00 per hour Ability to Commute: * Miami, FL 33130 (Required) Ability to Relocate: * Miami, FL 33130: Relocate before starting work (Required) Work Location: In person