Call Center Supervisor
About The Position
Perdue Brandon Fielder Collins and Mott LLP (PBFCM) has an immediate opening for a Call Center Supervisor in our Houston office. PBFCM has been in business since 1970. We represent more than 2000 governmental entities in Texas school districts, cities, counties, hospital districts, appraisal districts, and special districts. We have grown steadily every year. We currently have 15 offices across Texas with over 50 attorneys and more than 400 employees. Founded on the principles of honesty and ethical conduct our success is due to our refusal to deviate from these core values. This is a full-time position with great benefits including medical, dental, vision and a generous PTO policy. PBFCM offers a professional, yet casual environment. We are a law firm committed to quality and integrity. This position is a great way to get started in the legal field and learn valuable skills. POSITION SUMMARY The Supervisor is responsible for leading a team in a structured, performance-driven environment. This role ensures quality, compliance, and operational efficiency while fostering team development and accountability.
Requirements
- Previous office experience required
- High School diploma or equivalent (Required)
- Work effectively within a structured setting and foster a positive, inclusive team culture.
- Navigate multiple computer systems while using a headset to input and retrieve information efficiently.
- Adjust quickly to changes in priorities or workflow in a dynamic telecommunications environment.
- Decision-making skills. Ability to work independently and make decisions that balance the interests of the team, the Firm, and the customer
- Conflict Resolution skills. You need to be able to respond with diplomacy and tact
- Ability to work under pressure.
- Adaptability and Teamwork - Ability to accept and implement coaching and feedback to achieve individual and team performance goals
- Regularly review team output for accuracy and compliance.
- Promptly address quality issues to prevent recurrence.
- Monitor production, coach for improvement, and take corrective action as needed.
- Ensure team meets or exceeds set performance metrics.
- Provide thorough onboarding for new hires.
- Offer regular training, feedback, and development opportunities.
- Be accountable for team call quality, attendance, and schedule adherence.
- Meet or surpass all production objectives on a consistent basis.
- Actively participate in recruitment when needed.
- Anticipate workload changes and prepare the team accordingly.
- Confirm all necessary steps are taken on accounts to avoid litigation due to unpaid taxes.
- Efficiently use required tools, including computer systems and telecommunication equipment.
- Respond proactively to workflow changes or shifting priorities.
- Build a collaborative, respectful team environment within a structured framework.
Nice To Haves
- 1-2 years Call Center Experience preferred
- 6 months of experience within the call center at Perdue Brandon Fielder Collins and Mott preferred
- Bilingual skills a plus, Spanish, Vietnamese a definite plus
- Some college (Preferred)
Responsibilities
- Review team members' work to ensure accuracy, compliance, and adherence to quality standards. Address and correct errors as needed.
- Monitor individual and team productivity. Provide coaching and take appropriate steps to address performance or attendance concerns, escalating when necessary.
- Deliver initial onboarding and continuous training to enhance employee skills, knowledge, and effectiveness.
- Meet and help the team achieve daily, weekly, and monthly production goals. Ensure accountability for call quality, attendance, and schedule adherence.
- Support recruitment and selection processes to meet staffing needs and ensure team readiness for future demands.
- Oversee proper follow-up and actions on all accounts to ensure delinquent taxes are collected prior to litigation.
- Thrive in a structured and collaborate setting with a diverse workforce to support team success.
- Maintain High Standards of Work Quality
- Drive Team Performance
- Invest in Team Development
- Own Results
- Plan for Team Growth
- Ensure Timely Account Action
- Demonstrate Technical Competence
- Stay Flexible
- Promote a Positive Work Culture
Benefits
- medical
- dental
- vision
- generous PTO policy
- On the job training
- Annual Performance Reviews
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
