Remote-Eligible 24/7 Customer Contact Manager

The Exchange; Dallas (TX); On-site; USD 65,000 - 82,000; Full time

Job summary

The Exchange in Dallas, TX is seeking a seasoned Customer Service Supervisor to lead a 24/7 contact center handling calls, chats, and emails. You will drive performance, coach staff, and ensure customer satisfaction while meeting operational targets.

Ideal candidates bring 3+ years in call center leadership, a Bachelor’s degree (preferred), and strong Excel/data skills to analyze trends and improve processes. This role is onsite in Dallas with shift-based responsibilities.

Qualifications

• Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
• Bachelor's degree - Preferred
• Major/Minor in Business Administration or Business Management - Preferred

Responsibilities

• Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance.
• Prepares daily/weekly/monthly reports on individual and team performance.
• Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
• Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
• Performs other duties as assigned.

Skills

Team leadership

Customer service

Data-driven decision making

Performance management

Coaching & development

Cross-functional collaboration

Time management

Education

Bachelor's degree

Business Administration

Business Management

Tools

Microsoft Excel

Process mapping

Reporting

Data analysis

Job description

The Exchange in Dallas, TX is seeking a seasoned Customer Service Supervisor to lead a 24/7 contact center handling calls, chats, and emails. You will drive performance, coach staff, and ensure customer satisfaction while meeting operational targets.

Ideal candidates bring 3+ years in call center leadership, a Bachelor’s degree (preferred), and strong Excel/data skills to analyze trends and improve processes. This role is onsite in Dallas with shift-based responsibilities.