Call Center Customer Service Manager
On-siteKilleen, Texas, United States
Job Summary
Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams by coaching on customer service best practices and performance management. Monitor and improve call center metrics, productivity, and service quality while overseeing workforce management to set clear performance goals. Ensure accurate and timely payroll review and submission, track individual and team performance, and address both strengths and areas for improvement. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting to design and audit quality assurance strategies. Motivate teams to maximize sales opportunities and meet revenue targets while ensuring adherence to corporate policies. This full-time, on-site role requires a background in call center operations management with 2+ years of experience. Candidates must be authorized to work in the country, pass a Level II background check and drug screening, and possess strong data entry and computer skills.
Required Qualifications
- 18 years or older
- High school diploma or equivalent
- 2+ years of experience in call center operations management
- Strong data entry and computer skills
- Fluent in English (spoken and written)
- Wired high-speed internet connection (20Mbps+ download speed)
- Excellent organizational, written, and verbal communication skills
- Typing speed of 20+ words per minute
- Availability to work scheduled shifts, including during training
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Ability to learn and navigate complex computer systems
- Reliable attendance and punctuality
- Strong conflict resolution, problem-solving, and negotiation skills
- Customer-focused mindset: empathetic, responsive, and patient
- Ability to multitask, self-manage, and stay focused in a fast-paced environment
- Strong interpersonal skills and team orientation
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Full-time, on-site position at one of our physical contact center locations
Desired Qualifications
- Additional experience in customer service
- Additional experience in technical support
- Additional experience in back-office operations
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to background and/or security investigation
- Must be willing to submit to drug screening
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