Call Center & Office Operations Manager

Briljent; Jackson (MS); On-site; USD 50,000 - 70,000; Full time

Job summary

Briljent seeks an experienced Call Center Manager / Office Manager in Jackson, Mississippi to oversee daily call center and office operations. You will lead the call center team, coach agents, monitor performance, and address escalated issues to ensure high-quality customer service.

This hands-on role requires balancing competing priorities, solving problems in real time, and stepping in to support operations as needed.

Qualifications

• 3+ years of call center, customer service, or related operations experience.
• 1+ year of leadership, supervisory, team lead, or call center management experience preferred.
• Demonstrated ability to coach, support, and provide direction to employees.
• Strong customer service and conflict‑resolution skills.

Responsibilities

• Lead and oversee the daily activities of the call center team.
• Provide day-to-day direction, coaching, and support to Call Center Agents.
• Monitor call center workflow and ensure appropriate coverage to meet operational needs.
• Monitor performance against established expectations, including call quality, response time, accuracy, and customer satisfaction.
• Review call quality and customer interactions to identify coaching and training opportunities.
• Handle escalated or complex customer issues and support employees in resolving difficult situations.
• Promote consistent, professional, and customer-focused communication across the team.
• Ensure customer interactions are documented completely and accurately in appropriate systems.
• Identify trends, recurring issues, and opportunities to improve call center processes and the overall customer experience.
• Work with project leadership to communicate operational issues, staffing concerns, and service needs.
• Support onboarding and training of new Call Center Agents.
• Lead team meetings, provide operational updates, and reinforce policies, procedures, and performance expectations.
• Step in to handle inbound or outbound calls during periods of high volume or as operationally necessary.

Skills

Coaching

Leadership

Communication

Customer service

Multitasking

Microsoft Office

Education

High school diploma or equivalent; associate or bachelor's degree preferred

Tools

Excel

Outlook

Teams

Job description

Briljent seeks an experienced Call Center Manager / Office Manager in Jackson, Mississippi to oversee daily call center and office operations. You will lead the call center team, coach agents, monitor performance, and address escalated issues to ensure high-quality customer service.

This hands-on role requires balancing competing priorities, solving problems in real time, and stepping in to support operations as needed.