Senior Call Center Manager

2020 Companies • Southlake, TX

19d • Remote

About The Position

2020 Companies is seeking an experienced, people-focused Senior Call Center Manager to lead its Field and Retail Operations Support (FROST) and Quality Assurance teams. This leader oversees an internal support operation in which field representatives are the primary customers. FROST provides real-time assistance during retail project execution, helps ensure accurate project work and documentation, and resolves issues while representatives are still at retail locations. Quality Assurance validates completed work, identifies discrepancies, and checks that execution meets project and client requirements.

The Senior Call Center Manager is responsible for building a high-performing, service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement. Working directly with the Director of Account Management, the manager develops and implements performance KPIs, standardized processes, operating procedures, reporting frameworks, and continuous improvement initiatives. The role requires operational discipline and a diplomatic, collaborative, employee-centered leadership approach.

The position is based at the Client Support Center in Southlake, Texas, and offers remote work from home. Ability to work Central Standard Time hours is preferred. Success includes developing an understanding of FROST and Audit operations, building relationships with employees and stakeholders, assessing workflows and reporting, and partnering with the Director of Account Management on improvement priorities. Longer-term outcomes include reliable KPI reporting, responsive service, strong quality assurance, reduced rework, and a team culture of trust, accountability, collaboration, and continuous improvement.

Requirements

• At least 5 years of experience in contact center operations, customer support operations, service delivery, or a related environment.
• At least 3 years of people management experience, including coaching, performance management, and team development.
• Demonstrated experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levels.
• Experience developing or improving operational workflows, standard operating procedures, and performance reporting.
• Strong analytical skills and the ability to interpret operational data and translate findings into actionable improvements.
• Demonstrated ability to lead teams through change while maintaining engagement, accountability, and operational performance.
• Excellent interpersonal, written, and verbal communication skills.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
• Proficiency with Microsoft Excel and performance reporting tools.

Nice To Haves

• Experience leading internal service desk, field support, technical support, or multifunctional contact center teams.
• Experience overseeing quality assurance, audit, or compliance-related operations.
• Familiarity with workforce management, call monitoring, and contact center reporting systems.
• Experience supporting retail merchandising, field services, or distributed workforce operations.
• Experience developing KPI scorecards, coaching frameworks, and quality calibration programs.
• Familiarity with Salesforce, operational dashboards, or workflow management platforms.
• Ability to work Central Standard Time hours is preferred.

Responsibilities

• Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams.
• Set performance expectations, accountability practices, and consistent coaching; conduct one-on-ones, performance reviews, and development discussions.
• Foster a respectful, collaborative team environment and address performance concerns with appropriate training, resources, and support.
• Support staffing, scheduling, workload distribution, and coverage across operational shifts and active projects.
• Oversee daily FROST operations and maintain standards for call handling, availability, schedule adherence, responsiveness, and issue resolution.
• Partner with the Director of Account Management to develop and refine individual and team KPI scorecards, targets, and reporting cadences.
• Monitor contact center metrics and performance trends, and develop coaching plans or operational improvements to address gaps.
• Ensure performance measures balance efficiency with resolution quality, field representative experience, and execution accuracy.
• Oversee real-time support for field representatives on project requirements, surveys, photo documentation, compliance standards, and troubleshooting.
• Establish procedures for live visit validation, corrective action, documentation, and escalation; promote practical first-contact resolution and real-time issue correction.
• Ensure FROST agents have the project knowledge and training to support multiple active programs, and develop subject matter experts and escalation resources.
• Establish expectations for identifying and communicating recurring execution issues and emerging trends.
• Lead Quality Assurance reviews and establish standards for survey validation, photo review, compliance classification, documentation, and defect identification.
• Develop consistent audit criteria, calibration practices, and quality reporting; ensure audit findings reflect project scope, client requirements, and execution standards.
• Identify quality trends and root causes, and partner with FROST, Training, Account Management, and Project Coordination on corrective actions.
• Support the evolution of Audit toward proactive Quality Assurance and evaluate dedicated coverage for large, complex, or high-priority programs.
• Create and implement standardized operating procedures, workflows, escalation protocols, quality controls, dashboards, and reporting tools.
• Use performance data, employee feedback, and operational observations to streamline processes and recommend sustainable improvements.
• Lead change management for new tools, procedures, performance expectations, and organizational initiatives, ensuring communication, training, and follow-up evaluation.
• Collaborate with Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics/Information Systems; maintain clear communication, responsibilities, and escalation practices.
• Provide the Director of Account Management with regular updates on performance, staffing, risks, process improvements, and employee development.
• Participate in operational reviews, leadership meetings, and continuous improvement initiatives.

Benefits

• Paid weekly.
• Remote work from home.
• Health, dental, and vision benefits.
• 401(k) program with matching.
• Paid time off.
• Paid holidays.
• Partial mobile reimbursement.
• Scholarship opportunities for employees and direct family members.
• Employee Assistance Program.
• Leadership Development Program.
• Special pricing for employees with multiple clients.
• Inclusive environment, career pathing options, personal development opportunities, and professional stretch assignments.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed