Senior Call Center Manager

2020 Companies•Southlake, TX

12d•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. The role oversees an internal support operation serving field representatives as its primary customers. FROST provides real-time assistance during retail project execution, supports accurate work, validates documentation, and helps resolve 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 manager will build a high-performing, service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement. Working directly with the Director of Account Management, the role develops and implements performance KPIs, standardized processes, operating procedures, reporting frameworks, and continuous improvement initiatives. The position calls for an experienced contact center leader who combines operational discipline with a collaborative, diplomatic, and employee-centered approach. The manager is responsible for day-to-day team leadership, coaching, performance management, staffing and scheduling support, contact center performance, FROST field support, quality assurance oversight, KPI and process development, and cross-functional collaboration. Success includes establishing clear expectations and reliable KPI reporting, improving service responsiveness and quality, reducing avoidable rework, and fostering a team culture of trust, accountability, collaboration, and continuous improvement. Ability to work CST hours is preferred. The role is based in Chicago, Illinois, and offers remote work from home.

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 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 CST hours is preferred.

Responsibilities

Lead, coach, and manage the performance and development of the FROST and Quality Assurance teams.
Set clear performance expectations and accountability practices, conduct one-on-ones and performance reviews, and address performance concerns constructively.
Promote a respectful, collaborative team environment, solicit employee feedback, and identify development and career growth opportunities.
Support staffing, scheduling, workload distribution, and coverage across operational shifts and active projects.
Oversee daily FROST support operations and establish standards for call handling, availability, adherence, responsiveness, and issue resolution.
Partner with the Director of Account Management to develop, implement, and refine individual and team KPI scorecards, targets, and reporting cadences.
Monitor contact center measures including schedule adherence, first-call resolution, average handle time, average speed of answer, service level, call quality, documentation accuracy, escalations, productivity, and workload distribution.
Use performance trends to develop coaching plans and operational improvements, balancing efficiency with resolution quality and field representative experience.
Oversee support for field representatives during retail project execution, including guidance on project requirements, surveys, photo documentation, compliance, and troubleshooting.
Establish procedures for live-visit validation, corrective action, documentation, and escalation; promote first-contact resolution and real-time issue correction where practical.
Ensure FROST agents have the project knowledge and training to support active programs, and develop subject-matter expertise and escalation resources.
Ensure recurring execution issues and emerging trends are identified, documented, and communicated; collaborate with account management, project coordination, training, and field leadership to resolve issues.
Lead Quality Assurance reviews and establish standards for survey validation, photo review, compliance classification, documentation, defect identification, and audit accuracy.
Develop consistent audit criteria, quality calibration practices, and performance reporting; identify recurring errors and process gaps and partner with other teams on root-cause correction.
Support the evolution of Audit into a proactive Quality Assurance model 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 recommend sustainable improvements, simplify processes, and reduce unnecessary administrative work.
Lead change management for new tools, procedures, performance expectations, and organizational initiatives, including communication, training, and effectiveness evaluation.
Collaborate with Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics/Information Systems, maintaining clear responsibilities and escalation practices.
Participate in operational reviews, leadership meetings, and continuous improvement initiatives, and provide the Director of Account Management with updates on performance, staffing, risks, improvements, and employee development.