Onsite Call Center Leader – Coaching High-Performance Team

The Post Oak; Laughlin (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

The Post Oak is seeking a Call Center Manager to supervise Agents, Lead Agents, Trainers and Supervisors onsite in Laughlin, NV. The role ensures customers are served professionally and the team delivers service levels, QA scores, and adherence to policies.

You will coach, develop, and motivate staff, manage performance, and participate in process improvements to elevate customer satisfaction and loyalty. Onsite role with HR tasks and staff interviews.

Qualifications

• This role leads a high-performing call center team to meet service standards.
• Responsible for coaching, performance tracking and issue resolution.
• Ensures policy compliance and recruitment of staff when needed.

Responsibilities

• Builds and leads a high-performing team to meet service levels and QA goals.
• Ensures agents handle incoming interactions efficiently and professionally.
• Monitors and develops agents to maintain department morale and performance.
• Monitors adherence to department and company standards.
• Ensures staff understand and follow policies and procedures.
• Measures and communicates agent performance and progress to Sr. Management.
• Improves customer retention through problem resolution and mentoring agents.
• Rewards agents via incentive programs to boost productivity.
• Demonstrates motivational leadership to reduce turnover.
• Generates ideas on call center issues and participates in process improvements.
• Interviews and hires staff and handles HR-related tasks.
• Completes other duties as assigned by Sr. Management.

Skills

Team leadership

Customer service management

Coaching and development

Adherence monitoring

Policy compliance

Performance tracking

Issue escalation handling

Incentive programs

Motivation and morale

Process improvement

Staff recruitment

Job description

The Post Oak is seeking a Call Center Manager to supervise Agents, Lead Agents, Trainers and Supervisors onsite in Laughlin, NV. The role ensures customers are served professionally and the team delivers service levels, QA scores, and adherence to policies.

You will coach, develop, and motivate staff, manage performance, and participate in process improvements to elevate customer satisfaction and loyalty. Onsite role with HR tasks and staff interviews.