Call Center Manager

PSI Services • Henderson, NV

2h • Onsite

About The Position

The Call Center Manager is responsible for leading all aspects of Tier 1 and Tier 2 candidate support within the Henderson Call Center, with a primary focus on federal contract operations and service delivery excellence. This role provides direct supervision of a team of approximately 12–18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives. In addition, the Call Center Manager provides operational oversight of remaining call center teams within the Henderson site, ensuring alignment with performance expectations, policies, and service level standards. The role is responsible for driving end-to-end candidate experience outcomes, ensuring consistent application of procedures related to candidate support, complaint resolution, and multi-channel service delivery (phone, email, and chat). A strong emphasis is placed on federal contract compliance, operational integrity, and adherence to Department of Defense (DoD) requirements. This position requires successful completion and maintenance of DoD suitability approval as a condition of employment and continued access to federal contract work. This is a full-time, permanent role, Monday through Friday during standard call center operating hours. The role requires availability outside of standard hours to support critical incidents, escalations, and operational needs as required.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience required.
• Minimum of five to seven years of experience in a customer service or call center environment.
• Minimum of three to five years of progressive people leadership experience, including direct supervision of staff and responsibility for performance management.
• Experience leading operational teams in a high-volume contact center environment required.
• Strong understanding of call center operations, workforce management principles, and service level performance management.
• Experience managing performance metrics, including SLAs, quality assurance standards, and productivity targets.
• Proven experience in employee relations, including coaching, corrective action, performance improvement plans, and disciplinary processes.
• Strong analytical skills with the ability to interpret operational data, identify trends, and drive performance improvements.
• Experience working with customer service platforms, case management systems, and reporting tools.
• Advanced proficiency in Microsoft Office applications, including Excel for reporting, analysis, and dashboard creation.
• Ability to quickly learn and operate proprietary systems and adapt to evolving operational and federal contract requirements.
• Strong communication and stakeholder management skills, including experience interacting with internal leadership and external clients.
• Demonstrated ability to manage escalations and resolve complex operational or customer issues in high-pressure environments.
• Must be able to successfully obtain and maintain Department of Defense (DoD) suitability approval as a condition of employment.

Nice To Haves

• Demonstrated experience managing both frontline staff and leadership-level employees preferred.
• Experience working in a regulated or compliance-driven environment strongly preferred.

Responsibilities

• Provide direct supervision, coaching, and performance management for a team of approximately 12–18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives.
• Oversee day-to-day operations of all additional call center teams within the Henderson Call Center, ensuring consistent adherence to policies, procedures, and performance expectations.
• Drive Tier 1 and Tier 2 candidate support operations across phone, email, and chat channels, ensuring timely and accurate service delivery.
• Ensure consistent execution of policies and procedures related to candidate support, including displaced candidates, complaint resolution, and escalated service issues.
• Monitor, analyze, and act on operational performance metrics, including service levels, quality scores, staffing coverage, and productivity indicators.
• Own escalation management for complex, high-impact, or sensitive candidate issues, ensuring timely resolution and appropriate communication to stakeholders.
• Conduct regular performance management activities, including coaching, feedback, documentation, and corrective action for direct reports.
• Ensure compliance with federal contract requirements, internal policies, and applicable Department of Defense (DoD) regulations.
• Support workforce planning activities, including staffing coordination, schedule oversight, and workload balancing to meet service demands.
• Review and act on customer feedback and candidate journey insights to identify trends and drive continuous improvement initiatives.
• Communicate operational updates, policy changes, and performance expectations to staff in a clear and consistent manner.
• Develop, coach, and motivate staff and supervisors to achieve performance targets, quality standards, and service level agreements (SLAs).
• Partner with internal stakeholders to resolve operational issues and ensure alignment on service delivery expectations and client requirements.
• Identify and implement process improvements that enhance efficiency, candidate experience, and operational effectiveness.
• Prepare, analyze, and present operational performance reports to leadership as required.
• Conduct annual performance evaluations and ongoing performance reviews for direct reports.
• Foster a culture of accountability, engagement, and service excellence across all teams within the Henderson Call Center.
• Support operational continuity during critical incidents, including after-hours or weekend support as required.

Benefits

• 401(k), pension, or country-specific retirement plans with employer contributions
• Enhanced paid time off/annual leave policies
• Medical insurance tailored to your region
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability insurance
• Medical cashback plan including dental, vision, and income protection
• Flexible Spending Accounts (US)
• Confidential support whenever you need it
• Volunteer Day each year and opportunities to support our communities and industry

What This Job Offers

• Job Type: Full-time
• Career Level: Manager