Call Center Supervisor

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

1d•Onsite

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.

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)
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

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 setting and collaborate with a diverse workforce to support team success.