Customer Contact Manager

The Exchange; Dallas (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

The Exchange in Dallas, TX is seeking a Management-level supervisor to oversee a team of contact center supervisors and drive quality service, productivity, and issue resolution. This onsite role requires coaching staff, monitoring performance, and implementing process improvements in a fast-paced environment.

The candidate will ensure adherence to service quotas, train team leaders, and maintain high standards for customer interactions across a 24x7 operation.

Qualifications

• Four years of customer service experience with at least two years in a call center environment required.
• Or Bachelor’s degree and two years of experience in a call center environment required.
• Degree (one Of): Bachelor’s degree - Preferred

Responsibilities

• Supervises daily operations of the 24x7 customer contact center. Coaches and trains team managers/staff.
• Ensures metrics are tracked and analyzed on a continual basis. Assists in developing and monitoring quotas for service volume and timeliness.
• Implements and reviews customer center policies and procedures. Recommends process improvements to achieve goals.
• Monitors calls to ensure customer expectations are met and compliance with corporate standards and guidelines for interaction with customers. Resolves escalated customer issues.
• Performs other duties as assigned.

Skills

Customer service

Call center

Education

Bachelor's degree

Tools

Excel

CVS

IGLAS

JSCS

MONARCH

RCMS

TOPS

VISION

WALKER SYSTEM

Job description

Job Description

Supervises a staff of contact center supervisors to ensure quotas for quality service and productivity are met, researches customer complaints and makes necessary adjustments and/or recommendations to resolve issues.

Job Description

Supervises a staff of contact center supervisors to ensure quotas for quality service and productivity are met, researches customer complaints and makes necessary adjustments and/or recommendations to resolve issues.

Job Grade

4

Job Tier

2

Career Area

Retail Specialist

Supervisor

Yes

Job Qualifications

Four years of customer service experience with at least two years in a call center environment required.

Or

Bachelor's degree and two years of experience in a call center environment required.

Degree (one Of)

• BACHELORS DEGREE - Preferred

Major/Minor (one Of)

• BUSINESS - Preferred
• COMMUNICATIONS - Preferred
• MANAGEMENT - Preferred
• PUBLIC REL - Preferred

Work – Onsite (HQ – Dallas, Texas)

• Candidates eligible for the Military Spouse Exemption may be considered for remote work
• PCS Not Authorized/LSP Not Authorized

Technical (Preferred/Required Skills/Systems)

• EXCEL - BEGINNERS/INTERMEDIATE LEVEL - Required
• CVS - Preferred
• IGLAS - Preferred
• JSCS - Preferred
• MONARCH - Preferred
• RCMS - Preferred
• TOPS - Preferred
• VISION - Preferred
• WALKER SYSTEM - Preferred

Major Duties

Supervises daily operations of the 24x7 customer contact center. Coaches and trains team managers/staff.

Ensures metrics are tracked and analyzed on a continual basis. Assists in developing and monitoring quotas for service volume and timeliness.

Implements and reviews customer center policies and procedures. Recommends process improvements to achieve goals.

Monitors calls to ensure customer expectations are met and compliance with corporate standards and guidelines for interaction with customers. Resolves escalated customer issues.

Performs other duties as assigned.

Work Challenges

24/7 365 days a year

Job Type

Management

Number of Positions Remaining

1

29-Oct-2026