Call Center/Office Manager

Briljent•Jackson, MS

1d•Onsite

About The Position

Briljent is seeking an experienced, customer-focused Call Center/Office Manager to oversee daily call center and office operations in Jackson, Mississippi. The role leads the call center team, supports consistent, high-quality customer service, monitors operational performance, addresses escalated issues, and ensures efficient office operations. The manager is expected to coach employees, manage competing priorities, solve problems in real time, and step in to support call center operations when needed. The position also oversees administrative operations at the Jackson office, including maintaining an organized and professional environment, coordinating office supplies and equipment, preparing operational documentation, maintaining accurate records, and supporting project leadership. Confidential and sensitive information must be handled appropriately. Briljent is committed to a diversified and inclusive workforce and bases employment on merit and professional qualifications. Candidates must be eligible to work in the United States; sponsorship is not available.

Requirements

High school diploma or equivalent.
At least 3 years of call center, customer service, or related operations experience.
Ability to coach, support, and provide direction to employees.
Strong customer service and conflict-resolution skills.
Strong verbal and written communication skills.
Excellent organizational skills, accuracy, and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Strong computer skills and ability to work across multiple systems simultaneously.
Proficiency with Microsoft Office, particularly Word, Excel, Outlook, and Teams.
Strong analytical, problem-solving, and decision-making skills.
Ability to work independently while effectively leading and collaborating with a team.
Must be eligible to work in the United States; sponsorship is not available.

Nice To Haves

Associate or bachelor's degree.
At least 1 year of leadership, supervisory, team lead, or call center management experience.
Previous experience supervising a call center or customer service operation.
Experience with call monitoring, quality assurance, performance metrics, and employee coaching.
Experience in healthcare, Medicaid, government programs, or another highly regulated environment.
Experience managing or coordinating office operations.
Bilingual English/Spanish skills.

Responsibilities

Lead and oversee the daily activities of the call center team.
Provide day-to-day direction, coaching, and support to Call Center Agents.
Monitor call center workflow and ensure appropriate coverage for operational needs.
Monitor performance against expectations for call quality, response time, accuracy, and customer satisfaction.
Review call quality and customer interactions to identify coaching and training opportunities.
Handle escalated or complex customer issues and support employees in resolving difficult situations.
Promote consistent, professional, customer-focused communication across the team.
Ensure customer interactions are documented completely and accurately in appropriate systems.
Identify trends, recurring issues, and opportunities to improve call center processes and customer experience.
Communicate operational issues, staffing concerns, and service needs to project leadership.
Support onboarding and training of new Call Center Agents.
Lead team meetings, provide operational updates, and reinforce policies, procedures, and performance expectations.
Handle inbound or outbound calls during high-volume periods or when operationally necessary.
Oversee day-to-day administrative operations of the Jackson office.
Maintain an organized, professional, and efficient office environment.
Coordinate routine office needs, supplies, equipment, documentation, and administrative activities.
Prepare reports, spreadsheets, correspondence, and other operational documentation.
Maintain accurate records and ensure required documentation is completed promptly.
Assist with administrative and operational requests from project leadership.
Handle confidential and sensitive information appropriately.
Perform additional responsibilities as assigned.