Call Center Customer Service Manager
On-siteMesilla, New Mexico, United States
Job Summary
Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams, ensuring call quality from start to finish and driving productivity and service quality metrics. Coach supervisors on customer service best practices, conduct regular performance reviews, and oversee workforce management to set clear goals and meet revenue targets. Monitor and improve internal processes, design and audit quality assurance strategies, and collaborate with departments including Quality Assurance, Training, IT, and Recruiting. Manage hiring, coaching, and termination processes while serving as a subject matter expert on client-specific operations. Ensure adherence to corporate policies and procedures by working closely with the site director and client account managers.
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, technical support, or back-office operations
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