Senior Call Center Manager

Job Summary

Leading the Field and Retail Operations Support (FROST) and Quality Assurance teams, the full-time Senior Call Center Manager will oversee daily operations, develop performance KPIs, and implement continuous improvement initiatives while working onsite in Southlake, TX.

Key Responsibilities

• Provide leadership and coaching for the FROST and Quality Assurance teams, promoting a collaborative work environment
• Oversee contact center operations, ensuring timely and accurate support to field representatives while monitoring performance metrics
• Develop and implement standardized operating procedures and performance management frameworks to enhance operational efficiency

Required Qualifications

• 5+ years of experience in contact center operations or customer support environments
• 3+ years of people management experience, including coaching and performance management
• Demonstrated experience managing contact center KPIs such as first call resolution and average handle time
• Strong analytical skills with the ability to interpret operational data for actionable improvements
• Proficiency with Microsoft Excel and performance reporting tools