Customer Care Team Leader – Commercial Campaigns & Contact Center Operations Management (Full‑Time, Remote/On‑Site)

About arenaflex – Pioneering Customer Experience Excellence

At arenaflex, we are redefining the standards of customer interaction across the commercial sector. Our mission is to deliver seamless, courteous, and results‑driven service that not only meets but exceeds the expectations of our clients and their end‑users. With a rapidly expanding portfolio of commercial campaigns, we blend cutting‑edge technology, data‑informed strategies, and a people‑first culture to create an environment where both customers and employees thrive.

Based in the vibrant Orlando, FL region, arenaflex offers a hybrid work model that combines the energy of an on‑site hub with the flexibility of remote collaboration. Whether you are joining us at our state‑of‑the‑art contact center or working from a home office, you will be part of a dynamic team that values innovation, integrity, and continuous improvement.

Position Overview

We are seeking an experienced, results‑oriented Customer Care Team Leader to spearhead our Commercial Campaigns division. In this role, you will lead a dedicated group of contact‑center agents, drive performance metrics, and ensure that every customer interaction reflects the high standards of arenaflex. Your leadership will be pivotal in shaping a culture of excellence, fostering professional growth, and delivering measurable business outcomes.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, coach, and mentor a team of 15‑25 contact‑center agents, cultivating a high‑performance environment that encourages collaboration, accountability, and personal growth.
• Performance Management: Set clear, data‑driven goals for service level agreements (SLAs), average handling time (AHT), first‑call resolution (FCR), and customer satisfaction (CSAT). Conduct regular performance reviews, provide actionable feedback, and implement improvement plans.
• Campaign Execution: Oversee the end‑to‑end execution of commercial campaigns, ensuring that scripts, workflows, and quality standards align with client expectations and regulatory requirements.
• Quality Assurance: Conduct live call monitoring, call‑back reviews, and root‑cause analysis to identify trends, address gaps, and continuously elevate service quality.
• Operational Efficiency: Optimize staffing schedules, forecast call volumes, and manage workforce management tools to balance resource utilization with peak demand periods.
• Customer Issue Resolution: Serve as the escalation point for complex or sensitive customer issues, applying sound judgment and empathy to resolve concerns promptly and professionally.
• Data & Reporting: Generate and interpret daily, weekly, and monthly performance dashboards. Communicate insights to senior leadership and recommend strategic adjustments.
• Cross‑Functional Collaboration: Partner with sales, marketing, product, and IT teams to align campaign objectives, share feedback, and implement system enhancements.
• Compliance & Confidentiality: Enforce adherence to data protection policies, industry regulations, and internal security protocols while handling confidential information.
• Culture Champion: Model arenaflex’s core values—integrity, respect, innovation, and customer obsession—by fostering an inclusive, supportive, and engaging workplace.

Essential Qualifications

• Education: High school diploma, GED, or equivalent is required. Additional coursework in business, communications, or a related field is preferred.
• Leadership Experience: Minimum of 3 years proven leadership experience in a contact‑center environment, with a track record of managing teams that consistently meet or exceed performance targets.
• arenaflex Experience: At least 2 years of direct experience leading a team within arenaflex or a comparable organization, demonstrating familiarity with our operational processes and culture.
• Technical Proficiency: Ability to type at least 35 words per minute (WPM) and proficient use of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Experience with CRM platforms, workforce management software, and call‑center analytics tools is a strong plus.
• Communication Skills: Exceptional verbal and written communication abilities, with a talent for delivering clear, courteous, and persuasive messages to both customers and internal stakeholders.
• Problem‑Solving Acumen: Demonstrated capacity to identify root causes, develop actionable solutions, and implement corrective actions within departmental guidelines.
• Interpersonal Skills: Ability to build rapport, show respect, and collaborate effectively with diverse teams, customers, and partners.
• Judgment & Discretion: Proven ability to handle sensitive and confidential information with the utmost professionalism and ethical standards.

Preferred Qualifications & Additional Skills

• Bachelor’s degree in Business Administration, Communications, or a related discipline.
• Certification in Call‑Center Management (e.g., ICMI Certified Contact Center Manager).
• Experience with multi‑channel support (phone, email, chat, social media) and omnichannel integration.
• Familiarity with Lean Six Sigma or other process‑improvement methodologies.
• Fluency in a second language, especially Spanish, to support a broader customer base.
• Demonstrated success in driving change management initiatives and leading teams through transformation.

Core Competencies for Success

• Customer‑Centric Mindset: A genuine passion for delivering outstanding service and creating memorable customer experiences.
• Leadership Presence: Ability to inspire confidence, motivate teams, and lead by example in high‑pressure situations.
• Analytical Thinking: Strong data‑driven decision‑making skills, with the ability to translate metrics into actionable strategies.
• Adaptability: Comfort navigating a fast‑paced, evolving environment while maintaining focus on priorities.
• Collaboration: Skilled at building partnerships across functions to achieve shared goals.
• Integrity & Ethics: Commitment to upholding arenaflex’s core values and maintaining the highest standards of honesty.

Career Growth & Development Opportunities

At arenaflex, we invest heavily in the professional development of our people. As a Customer Care Team Leader, you will have access to:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Continuous learning platforms offering courses in leadership, advanced analytics, conflict resolution, and emerging contact‑center technologies.
• Opportunities to lead high‑visibility projects, such as new campaign launches, process‑automation initiatives, and cross‑regional collaborations.
• A clear career ladder that can lead to roles such as Operations Manager, Director of Customer Experience, or Senior Program Manager.
• Regular participation in industry conferences, webinars, and networking events to stay ahead of market trends.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, candidates can expect a competitive salary package that reflects experience and performance. In addition, arenaflex offers a comprehensive benefits suite, including:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company matching contributions.
• Generous paid time off (PTO) and holiday schedule.
• Flexible work arrangements—choose between on‑site, remote, or hybrid schedules.
• Employee assistance program (EAP) for mental health and wellness support.
• Professional development stipend for certifications, courses, or conferences.
• Well‑equipped office spaces featuring ergonomic workstations, collaborative zones, and breakout areas.
• Recognition programs that celebrate individual and team achievements.

Work Environment & Culture at arenaflex

Our culture is built on a foundation of respect, innovation, and a relentless focus on the customer. As part of the arenaflex family, you will experience:

• Inclusive Atmosphere: A diverse workforce where every voice is heard and valued.
• Collaborative Spirit: Open‑door communication channels that encourage idea sharing and cross‑functional teamwork.
• Recognition & Celebration: Regular events, awards, and team‑building activities that acknowledge hard work and milestones.
• Technology‑First Approach: Access to the latest contact‑center platforms, AI‑driven analytics, and automation tools to empower you and your team.
• Community Engagement: Opportunities to volunteer, mentor, and give back through corporate social responsibility initiatives.

How to Apply

If you are ready to lead a high‑performing team, drive commercial campaign success, and make a tangible impact on the customer journey, we want to hear from you. Click the link below to submit your application and join the arenaflex family.

Apply to this role at arenaflex

Closing Statement

At arenaflex, your leadership will shape the future of customer care for some of the most ambitious commercial campaigns in the industry. We value ambition, empathy, and a drive for excellence. Take the next step in your career—apply today and become a catalyst for exceptional customer experiences.