Customer Experience Leader: Call Center & Office Ops

Briljent; Missouri; On-site; USD 65,000 - 90,000; Full time

Job summary

Briljent is seeking an experienced Call Center Manager / Office Manager to oversee daily call center and office operations in Jackson, MS. The role leads the call center team, ensuring high-quality customer service, monitoring performance, addressing escalated issues, and supporting efficient office operations.

Ideal candidates are hands-on leaders who coach staff, manage competing priorities, and solve problems in real time, 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.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead daily activities of the call center team and supervise Call Center Agents.
• Coach and support agents; monitor call quality, response time, accuracy, and CSAT.
• Address escalated issues and support complex customer interactions.
• Ensure documentation accuracy in systems and maintain professional communication.
• Identify trends and opportunities to improve call center processes and customer experience.

Skills

Leadership

Coaching

Call center management

Customer service

Communication

Organization

Multitasking

Analytical skills

Problem solving

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

Microsoft Office

Word

Excel

Outlook

Teams

Job description

Briljent is seeking an experienced Call Center Manager / Office Manager to oversee daily call center and office operations in Jackson, MS. The role leads the call center team, ensuring high-quality customer service, monitoring performance, addressing escalated issues, and supporting efficient office operations.

Ideal candidates are hands-on leaders who coach staff, manage competing priorities, and solve problems in real time, stepping in to support operations as needed.