Houston Call Center Operations Manager

Account Control Technology; Houston (TX); On-site; USD 55,000 - 58,000; Full time

Benefits offered by this job

Paid training

Team environment

Growth opportunities

Benefits package

Job summary

Account Control Technology in Houston, TX is seeking a Manager - Operations to lead onsite call center activities and serve as the primary liaison with clients. This role supervises workflow, trains supervisors, and ensures timely delivery of services.

The ideal candidate has strong leadership, excellent communication, and a proven track record in call center operations. The position offers comprehensive benefits and growth opportunities within the company.

Qualifications

• High School Diploma, GED or equivalent required.
• Associate's degree or equivalent relevant work experience; Bachelor's degree preferred.
• 2 years of previous call center operations experience required. 4 years of previous call center operations experience preferred.

Responsibilities

• Supervises and coordinates workflow of the program to meet the volume management target.
• Monitor, train and coach Supervisors to ensure that they meet and exceed individual and departmental performance objectives.
• Allocates work to call center supervisors according to the call center workload.
• Collaborates with other departments, clients, and vendors to enhance service delivery.
• Manages a team of supervisors in a fast-paced environment.
• Provides on-going training and mentoring front line leadership (Team Leads/Supervisors).
• Utilizes and manages software tools for effective operations.
• Assists the Senior Operations Manager with administrative duties and reporting.
• Develops and implements strategies to improve KPIs such as AHT, FCR, CSAT.
• Identifies opportunities to streamline workflows and improve operational efficiency.

Skills

Leadership

Communication

Interpersonal skills

Analytical abilities

Flexibility

Education

High School Diploma

Associate's degree

Bachelor's degree

Tools

Five9

CRM

Microsoft Word

Excel

Job description

Account Control Technology in Houston, TX is seeking a Manager - Operations to lead onsite call center activities and serve as the primary liaison with clients. This role supervises workflow, trains supervisors, and ensures timely delivery of services.

The ideal candidate has strong leadership, excellent communication, and a proven track record in call center operations. The position offers comprehensive benefits and growth opportunities within the company.