Customer Contact Team Manager

The Exchange; Dallas (TX); On-site; USD 65,000 - 82,000; Full time

Job summary

The Exchange in Dallas, TX is seeking a seasoned Customer Service Supervisor to lead a 24/7 contact center handling calls, chats, and emails. You will drive performance, coach staff, and ensure customer satisfaction while meeting operational targets.

Ideal candidates bring 3+ years in call center leadership, a Bachelor’s degree (preferred), and strong Excel/data skills to analyze trends and improve processes. This role is onsite in Dallas with shift-based responsibilities.

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
• Major/Minor in Business Administration or Business Management - Preferred

Responsibilities

• 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.

Skills

Team leadership

Customer service

Data-driven decision making

Performance management

Coaching & development

Cross-functional collaboration

Time management

Education

Bachelor's degree

Business Administration

Business Management

Tools

Microsoft Excel

Process mapping

Reporting

Data analysis

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.

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.

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

Additional Qualifications/Requirements

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)

• Experience leading and developing customer service teams in a fast-paced e-commerce environment, including performance management, coaching, associate engagement, and talent development.
• Proven ability to drive operational results through data-driven decision making, customer escalation resolution, and cross-functional partnerships.
• Experience building engaged, high-performing teams while fostering accountability, professional growth, and customer-focused support.
• Experience supporting digital customer experiences, including order fulfillment, returns, refunds, and customer remediation processes.
• Proficiency in Microsoft Excel, including data analysis, reporting, and basic modeling.
• Experience gathering, documenting, and validating business requirements.
• Ability to create process maps, workflows, and other business documentation.
• Strong analytical and problem-solving skills with the ability to identify trends and drive process improvements.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong attention to detail, organizational skills, and commitment to accuracy.

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

13-Nov-2026