Call Center Supervisor

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

6d•Onsite

About The Position

Perdue Brandon Fielder Collins and Mott LLP (PBFCM) is hiring a Call Center Supervisor for its Houston office. The Supervisor leads a team in a structured, performance-driven environment and ensures quality, compliance, and operational efficiency while fostering employee development and accountability. The role includes reviewing team work, monitoring productivity, coaching and training employees, supporting recruitment, meeting production goals, and ensuring appropriate follow-up on accounts so delinquent taxes are collected before litigation. The position involves frequent phone use and computer work, with on-the-job training and annual performance reviews.

Requirements

Previous office experience.
High school diploma or equivalent.
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.
Ability to adapt to changing priorities or workflow.
Decision-making skills and ability to work independently while balancing the interests of the team, the firm, and customers.
Conflict-resolution skills, including diplomacy and tact.
Ability to work under pressure.
Ability to accept and implement coaching and feedback to achieve individual and team goals.

Nice To Haves

One to two years of call center experience.
Six months of experience within the call center at Perdue Brandon Fielder Collins and Mott.
Bilingual skills; Spanish or Vietnamese is a definite plus.
Some college.

Responsibilities

Review team members' work for accuracy, compliance, and adherence to quality standards, and address errors as needed.
Monitor individual and team productivity.
Coach employees and address performance or attendance concerns, escalating when necessary.
Provide initial onboarding and ongoing training.
Help the team achieve daily, weekly, and monthly production goals.
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 follow-up and actions on accounts to ensure delinquent taxes are collected before litigation.
Review team output regularly and promptly address quality issues.
Take corrective action as needed to improve performance and meet metrics.
Anticipate workload changes and prepare the team accordingly.
Use computer systems and telecommunications equipment efficiently.
Promote a collaborative, respectful, and inclusive team environment.