Call Center Manager

Perdue, Brandon, Fielder, Collins and Mott L.L.P.•Houston, TX

13h

About The Position

We're seeking a motivated Call Center Manager to lead daily operations, support staff development, and ensure high-quality performance across the team. This role is ideal for someone who enjoys collecting, collating, and analyzing data. The candidate also thrives in a fast‑paced environment, enjoys coaching others, and excels at problem‑solving.

Requirements

Strong leadership, coaching, and conflict‑resolution abilities.
Exceptional communication skills (verbal and written).
Proficient in Microsoft Excel, Word, Office Suite, and SQL .
Skilled in data analysis, decision‑making, and problem‑solving.
Knowledge of administration, customer service principles, and office procedures.
High dependability and ability to manage multiple priorities.
High school diploma or equivalent.
Minimum three (3) or more years of professional work experience.

Responsibilities

Oversee supervisors to ensure compliance with quality standards, deadlines, and established procedures.
Review records or reports pertaining to activities such as production to verify details, monitor work activities, or evaluate performance.
Analyze information and evaluate outcomes to determine the most effective solution and resolve issues.
Connect pieces of information to form general rules or conclusions, identifying relationships among events that may initially seem unrelated.
Provide guidance on complex issues and resolve escalated complaints.
Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance management criteria.
Providing guidance and expert advice to management or other groups on technical systems -, or process-related topics.
Communicate effectively with internal teams and external stakeholders.
Perform administrative tasks and maintain accurate documentation.
Other duties as assigned.