Call Center Operations Leader — Growth & Training

Transworld Systems Inc.; Houston (TX); On-site; USD 55,000 - 58,000; Full time

Benefits offered by this job

Paid training

Team‑oriented work environment

Growth opportunities

Comprehensive benefits: medical, dent,

Vision, 401k with employer matching, P

Paid time off and holidays

Job summary

Transworld Systems, Inc. in Houston is seeking a Manager, Operations to oversee call center workflows and supervise Supervisors, ensuring programs meet performance targets. The role coordinates across departments and clients to drive timely delivery and excellent service.

You will train front line leaders, monitor KPIs, and collaborate with vendors to optimize operations in a fast-paced environment. Onsite position with a strong benefits package and growth opportunities.

Qualifications

• Requires background and drug screen as per project/client requirements.
• Requires high school diploma or equivalent; associate degree or higher preferred.
• Two years of call center operations experience required; four years preferred.
• Two years' experience as a manager, preferably in a call center.
• Strong communication, leadership and confidentiality are essential.
• Must be proficient with Microsoft Word, Excel, CRM, and telephone systems.

Responsibilities

• Evaluate individual performance and team effectiveness.
• Supervise call center system performance and resolve operational problems.
• Allocate work to call center supervisors based on workload.
• Collaborate with clients, vendors, and other departments to improve service delivery.
• Manage a team of supervisors and mentor front-line leaders.
• Provide ongoing training and mentoring to Team Leads/Supervisors.
• Utilize and manage software tools for efficient operations.
• Assist Senior Operations Manager with admin tasks and reporting.
• Develop strategies to improve KPIs like AHT, FCR, and CSAT.
• Identify opportunities to streamline workflows and enhance efficiency.

Skills

Leadership

Communication

Confidentiality

Microsoft Word

Excel

CRM

Five9

Education

High School Diploma/GED or equivalent

Associate's degree or equivalent experience

Bachelor’s degree preferred

Tools

Microsoft Word

Excel

CRM

Five9 Telephone Systems

Job description

Transworld Systems, Inc. in Houston is seeking a Manager, Operations to oversee call center workflows and supervise Supervisors, ensuring programs meet performance targets. The role coordinates across departments and clients to drive timely delivery and excellent service.

You will train front line leaders, monitor KPIs, and collaborate with vendors to optimize operations in a fast-paced environment. Onsite position with a strong benefits package and growth opportunities.