Hands-on Customer Service Center Manager & Coach

Lyte Fiber, LLC; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Lyte Fiber, LLC in Houston, TX seeks an experienced Customer Service Manager to lead our call center and customer operations. This hands-on leader owns day-to-day floor performance across a multi-queue contact center, coaches on the floor, and ensures service levels and CSAT targets are met.

You will partner with IT and vendors, develop coaching programs, and advance processes, metrics, and staffing to support ongoing expansion and a best-in-class customer experience.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or equivalent experience preferred.
• Minimum of 5 years in a customer service or call center management role; telecom/fiber or utility experience preferred.
• Proven experience leading a contact-center floor with coaching, QA, and performance management.
• Experience maturing processes, metrics, and Team Lead/supervisor layers in a growing operation.
• Strong written and verbal communication; ability to set clear expectations with agents and leaders.
• Proficiency with Microsoft Office and modern CRM / contact-center / QA tools.
• Ability to make timely decisions under volume and ambiguity.

Responsibilities

• Lead, mentor, and hold accountable the customer service team including hiring and onboarding.
• Be a present floor leader: coach in real time, support escalations, and drive timely resolutions.
• Build coaching culture using observation, QA scorecards, and SMART plans.
• Develop Supervisors, Team Leads and coaches for multi-queue support.
• Own workforce basics: schedule adherence, staffing coverage, breaks, and floor management.
• Establish and track KPIs and quality metrics; report results and drive corrective action.
• Implement and improve policies across channels (phone, email, chat, text, social).
• Collaborate with IT/vendors on platforms, CRM, and reporting; ensure tools match floor needs.
• Design ongoing training on products, systems, soft skills, and quality expectations.
• Use feedback and data to identify issues and fix root causes; lead change during transitions.

Skills

Customer service mgmt

Coaching & QA

Communication

Data-driven decisions

Education

Bachelor's degree in Business Administration, Communications, or equivalent experience

Tools

Microsoft Office

CRM/QA tools

Job description

Lyte Fiber, LLC in Houston, TX seeks an experienced Customer Service Manager to lead our call center and customer operations. This hands-on leader owns day-to-day floor performance across a multi-queue contact center, coaches on the floor, and ensures service levels and CSAT targets are met.

You will partner with IT and vendors, develop coaching programs, and advance processes, metrics, and staffing to support ongoing expansion and a best-in-class customer experience.