Hands-On Customer Service Floor Leader

Lyte Fiber LLC; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Lyte Fiber, LLC seeks an experienced, hands-on Customer Service Manager to lead our call center and customer operations in Houston. The role drives day-to-day floor performance, coaching, and rapid decision-making to ensure reliable service levels.

The ideal candidate will mature the operation with strong QA, performance management, and cross-functional partnership with IT, Sales, Billing, and Retention. A customer-centric mindset and measurable service improvement track record are essential.

Qualifications

• Bachelor's degree in Business Administration, Communications, or equivalent.
• Minimum of 5 years in a customer service or call center management role.
• Proven track record leading an existing contact-center floor (coaching, QA, workforce discipline).
• Experience standing up or maturing processes, metrics, and supervisor layers.

Responsibilities

• Lead, mentor, and hold accountable the customer service team, own hiring, onboarding, and performance management.
• Be a present, working floor leader: coach in real time, support escalations, and model an “I own it” standard.
• Build and sustain a coaching culture using structured observation, QA scorecards, and SMART coaching plans.
• Own workforce basics: schedule adherence, staffing coverage, break/lunch discipline, and day-of floor management.
• Establish and track KPIs and quality metrics; report results and drive corrective action.
• Partner with IT and vendors on contact-center platforms, CRM/ticketing, and reporting.
• Design and deliver ongoing training on products, systems, soft skills, and quality expectations.

Skills

Leadership

Coaching

QA program

Workforce mgmt

KPI tracking

CRM tools

Microsoft Office

Education

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

Tools

CRM systems

Microsoft Office

Job description

Lyte Fiber, LLC seeks an experienced, hands-on Customer Service Manager to lead our call center and customer operations in Houston. The role drives day-to-day floor performance, coaching, and rapid decision-making to ensure reliable service levels.

The ideal candidate will mature the operation with strong QA, performance management, and cross-functional partnership with IT, Sales, Billing, and Retention. A customer-centric mindset and measurable service improvement track record are essential.