| Job Description | The Call Center Manager/Supervisor owns day-to-day floor operations for a high-volume, seasonally variable inbound contact center. This role is accountable for staffing the queue to meet contracted service levels, coaching and developing agents, and maintaining quality, compliance, and documentation standards working in direct support of the Account Manager. Leads day-to-day floor operations for a high-volume, seasonally variable inbound contact center. Owns staffing, scheduling, quality, and service-level performance for the agent team; coaches and develops agents; and ensures compliance and audit-ready documentation on every interaction. Reports to the Account Manager and provides floor-level input to client performance reporting and escalations. Must be able to run a queue through sharp volume swings from a small baseline crew to a substantially larger peak-period team not just steady-state operations. Core ResponsibilitiesTeam Management: Hire, train, and mentor new and existing representatives.Performance Monitoring: Track live queues, evaluate metrics like call times, and review recorded calls.Coaching and Feedback: Conduct regular one-on-ones, run shift huddles, and identify skill gaps.Issue Escalation: Take over difficult customer interactions and resolve complaints.Reporting: Compile daily, weekly, and monthly performance reports for senior management. | ||||||||
| Skill set info | 10 to 15 years of hands-on call center experience preferred Contact center supervisory/management experience with direct accountability for service-level metrics: speed to answer, abandonment rate, first call resolution, customer satisfaction, quality score, and accuracy Workforce management and scheduling against seasonal or cyclical volume; real-time queue monitoring and live intervention (schedule shifts, escalation routing, overflow) Call monitoring, QA scoring, and calibration; agent coaching and documented performance improvement Onboarding training delivery, ongoing training, and periodic recertification cycles Knowledge base ownership and maintenance against changing policy Working fluency with call routing/IVR platforms, call recording and monitoring tools, and analytics/reporting dashboards Weekly and monthly performance reporting; comfortable presenting data to client stakeholders Escalation judgment recognizing sensitive interactions and routing them rather than attempting first-tier resolution Regulated-environment discipline: privacy, confidentiality, and audit-ready recordkeeping | ||||||||
| Education | Associate or bachelor's degrees in fields like Business Administration, Communications, or Human Resources. A High School Diploma or GED | ||||||||
| Certifications (if required) | Preferred: PMP certified Certified Contact Center Supervisor (CCCS) Certified Call Center Manager (CCCM) | ||||||||
| Documentation Required for submission | Resume | ||||||||
| Work Hours | Monday Friday, 8:00 AM 5:00 PM CST Onsite / Hybrid | ||||||||
| Account Manager Name (Proposal Team) | |||||||||
| Work authorization required | US Citizen Only | ||||||||
| Relocation is accepted | No | Please go with the minimum rates | |||||||
| Remote work | No | ||||||||
| Additional Notes if any | |||||||||
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| Location | Arlington, TX |
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