Call Center Manager

AppleOne Employment Services; Denton (TX); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading employment services provider is seeking a results-driven leader for client service operations in Denton, TX. This role requires a manufacturing background and entails managing a customer service team, overseeing operations, and driving data-based strategy. Candidates should have 5+ years of experience in B2B/B2C settings, strong analytical skills, and proficiency in Salesforce CRM and Microsoft Office. This role includes extensive travel to partner sites and key accounts.

Qualifications

• 5+ years of hands-on experience managing and leading a customer service team of 20+ staff.
• Hands-on knowledge of supply chain processes and order management systems.
• Strong data analysis and reporting capabilities.

Responsibilities

• Mentor and develop a team fostering a culture of accountability and growth.
• Manage day-to-day call center and service operations.
• Establish, track, and report on critical KPIs.

Skills

Team Leadership

Operational Oversight

Data Analysis

Process Improvement

Salesforce CRM

Customer Relationship Management

Education

High School Diploma

Bachelor's degree

Tools

Salesforce CRM

Microsoft Office Suite

Job description

We are searching for a results-driven leader to serve as the bedrock of our client’s international service operations at their Denton, TX headquarters. This onsite role requires a professional with a manufacturing background and the right mindset to lead a dynamic team, optimize global processes, and deliver excellence to key accounts. If you thrive in high-impact environments and are ready for a role that includes extensive travel and the chance to shape a world-class service strategy, this is your opportunity.

Core Responsibilities

• Team Leadership: Mentor and develop a team consisting of direct reports and indirect reports, fostering a culture of accountability and growth.
• Operational Oversight: Manage day-to-day call center and service operations, ensuring alignment between regional teams and corporate goals.
• Data & Strategy: Establish, track, and report on critical KPIs. Utilize strong analytical skills to provide strategic insights to senior leadership.
• Process Improvement: Identify root causes of service issues and lead cross-functional corrective actions with Sales, Supply Chain, and Finance.
• Technology Management: Drive adoption and improvements of the telephone system platform and Salesforce CRM to streamline workflows.
• Travel: This role requires extensive travel (approximately 40% monthly) to partner with various sites, customers, and internal stakeholders.

Requirements

• Experience managing B2B and/or B2C customer relationships
• Hands-on knowledge of supply chain processes and order management systems
• Proficiency in Salesforce CRM and Microsoft Office Suite (Excel, Word, Outlook)
• Strong data analysis and reporting capabilities
• Experience: 5+ years of hands-on experience managing and leading a customer service team of 20+ staff.
• Professional experience within a manufacturing environment is required.
• Analytical Skills: Strong analytical and reporting capabilities are essential for managing service metrics and SOPs.
• High School Diploma is the minimum requirement; a Bachelor’s degree is a plus.