Call Center Supervisor

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

7d•Onsite

About The Position

Perdue Brandon Fielder Collins and Mott LLP (PBFCM) is hiring a full-time Call Center Supervisor for its Houston office. The Supervisor leads a team in a structured, performance-driven environment, ensuring quality, compliance, and operational efficiency while supporting team development and accountability. The role includes reviewing work, monitoring productivity and attendance, coaching and training employees, supporting recruitment, and ensuring accounts receive proper follow-up so delinquent taxes are collected before litigation. The position involves frequent phone and computer use, on-the-job training, and annual performance reviews. PBFCM describes its workplace as professional yet casual and says the role offers an opportunity to get started in the legal field and learn valuable skills.

Requirements

Previous office experience is required.
High school diploma or equivalent is required.
Ability to work effectively in a structured setting and foster a positive, inclusive team culture.
Ability to navigate multiple computer systems while using a headset to input and retrieve information efficiently.
Ability to adjust quickly to changes in priorities or workflow.
Decision-making ability and capacity to work independently while balancing the interests of the team, firm, and customer.
Conflict-resolution ability, including responding with diplomacy and tact.
Ability to work under pressure.
Adaptability and teamwork, including willingness to accept and implement coaching and feedback.

Nice To Haves

One to two years of call center experience preferred.
Six months of experience within PBFCM’s call center preferred.
Bilingual skills are a plus; Spanish or Vietnamese are specifically noted.
Some college preferred.

Responsibilities

Review team members’ work for accuracy, compliance, and adherence to quality standards, and correct errors as needed.
Monitor individual and team productivity, coach employees, and address performance or attendance concerns, escalating when necessary.
Provide initial onboarding and continuous training.
Help the team meet daily, weekly, and monthly production goals and ensure accountability for call quality, attendance, and schedule adherence.
Support recruitment and selection to meet staffing needs and prepare the team for future demands.
Oversee account follow-up and actions to ensure delinquent taxes are collected before litigation.
Review team output regularly and address quality issues promptly to prevent recurrence.
Monitor production, coach for improvement, and take corrective action as needed to meet or exceed performance metrics.
Provide feedback and development opportunities to support team development.
Anticipate workload changes and prepare the team accordingly.
Use computer systems and telecommunication equipment efficiently.
Respond proactively to workflow changes and shifting priorities.
Promote a collaborative, respectful, and inclusive team culture.
Take necessary steps on accounts to help avoid litigation due to unpaid taxes.