Customer Contact Team Manager

The Exchange; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work eligibility for MilitarySp

Job summary

The Exchange is seeking a Supervisory leader for a 24/7 customer contact center in Dallas. You will oversee a shift, ensure customer inquiries are resolved, and drive performance metrics across the team.

Ideal candidates have 3+ years in customer service within a call center, with a preference for recent experience. A Bachelor's degree is preferred, with emphasis on business administration or management.

Qualifications

• Three years of customer service or customer relations in a call center environment.
• Prior experience in a call center environment in the last 18 months is preferred.
• Bachelor's degree preferred (Business Administration/Management).

Responsibilities

• Supervises a staff of customer contact associates that handle inquiries and manages team performance.
• Prepares daily/weekly/monthly reports on performance.
• Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO.

Skills

Microsoft Outlook

Microsoft Word

Excel (Intermediate)

Microsoft PowerPoint

Account Services

ATN

CCD

CVS

Education

Bachelor's degree

Business Administration - Preferred

Business Management - Preferred

Tools

MS Office Suite

Job description

Job Description

Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.

Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.

Job Grade

3

Job Tier

3

Career Area

Retail Specialist

Supervisor

Yes

Job Qualifications

Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.

Degree (one Of)

• BACHELORS DEGREE - Preferred

Major/Minor (one Of)

• BUSINESS ADMINISTRATION - Preferred
• BUSINESS MANAGEMENT - 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)

• MICROSOFT OUTLOOK - Required
• MICROSOFT WORD - Required
• ACCOUNT SERVICES - Preferred
• ATN - Preferred
• CCD - Preferred
• CVS - Preferred
• EXCEL-INTERMEDIATE LEVEL - Preferred
• MICROSOFT POWERPOINT - Preferred

Major Duties

• Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.
• Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
• Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
• Performs other duties as assigned.

Work Challenges

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends

Job Type

Management

Number of Positions Remaining

1

04-Oct-2026