Alliance/Partner Management, Business Support, Calibration, Call Centers, Case Management, Coaching, Communication Skills, Customer Relationship Management (CRM), Customer Service Operations, Customer Support/Service, Facilities Management, Leadership, Maintain Compliance, Maintenance Services, Multitasking, Operational Improvement, Operational Strategy, Operational Support, Operations, Operations Management, Operations Processes, Order Management, Outsourcing, Performance Metrics, Performance Reviews, Problem Solving Skills, Process Improvement, Quality Assurance, Schedule Development, Service Delivery, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Supplier Relationship Management (SRM), Team Lead/Manager, Time Management, Vendor/Supplier Relations
Title
Solution Center Manager
About the Organization Case Facility Management Solutions is an industry leader in exterior facility services, focused on snow and landscape services. Case FMS services over 30,000 small and large commercial sites across 50 states and we continue to grow at a rapid pace.
If you are looking for an opportunity to join a dynamic team in a company that is continuously expanding, visit our website at www.casefms.com. Apply today to learn why Case's employees describe a typical day as challenging, exciting, rewarding and fun! Description
Solution Center Manager oversees the daily operations of the Solution Center, ensuring high-quality customer support, timely work order management, and strong service delivery aligned with client expectations and Service Level Agreements (SLAs). This role is responsible for managing outsourced BPO partners, ensuring consistent performance, quality, and adherence to company standards. The ideal candidate is a strong leader who can coach teams, improve processes, and drive operational excellence.
Operations Management
- Oversee daily Solution Center operations, including inbound calls, dispatch support, escalations, QA inspection reviews, project assignments, and work order follow-up.
- Ensure service requests are handled from intake through resolution.
- Monitor open work orders and customer systems to maintain SLA compliance.
- Manage escalated issues and ensure timely resolution.
- Conduct call quality review of recorded calls.
Team Leadership
- Hire, onboard, train, and develop Solution Center agents and team leaders.
- Provide coaching, performance feedback, and accountability.
- Create schedules and staffing plans to support business demands.
- Promote a culture of urgency, ownership, and customer service.
BPO Management
- Manage outsourced BPO partners supporting Solution Center operations.
- Ensure BPO teams meet staffing, service, and quality expectations.
- Monitor KPIs including response time, SLA adherence, quality, and productivity.
- Conduct regular performance reviews and calibration meetings with BPO leadership.
- Address performance gaps and implement improvement plans.
Process & Training
- Maintain and update SOPs, training materials, and workflows.
- Support process improvements and operational efficiencies.
- Partner with leadership on new tools, reporting, and initiatives.
- Ensure internal and BPO teams remain aligned on expectations and procedures.
Position Requirements
- 3+ years of leadership experience in call center, customer support, or operations management
- Experience managing BPO/vendor relationships preferred
- Strong communication, coaching, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Intermediate Excel skills required; CRM experience preferred
- Strong focus on customer service and performance metrics
Full-Time/Part-Time Full-Time Location Main Office Number of Openings 1 EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Tags Call Center
This position is currently accepting applications.
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Case Facilities Management Solutions