Remote Senior Call Center Leader for FROST & QA

2020 Companies; Southlake (TX); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Paid weekly

Work remotely from home

Health/Dental/Vision benefits

401K Program with matching

Paid Time Off

Paid Holidays

Partial mobile reimbursement

Scholarship opportunities for employe­

Employee Assistance Program

Leadership Development Program

Employees' special pricing for clients

Job summary

2020 Companies in Southlake, TX is seeking a Senior Call Center Manager to lead the Field and Retail Operations Support (FROST) and Quality Assurance teams. You will drive performance, coaching, and governance to deliver accurate project execution and customer-focused service.

The role combines operational discipline with diplomatic, employee-centered leadership to balance accountability with empowerment, while shaping KPIs, processes, and continuous improvement initiatives.

Responsibilities

• Lead day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams
• Establish clear performance expectations, accountability, and consistent coaching practices
• Foster a positive, respectful, and collaborative team environment that supports growth
• Set diplomacy and empathy as core leadership tenets while driving results
• Conduct regular one-on-one meetings, reviews, coaching sessions, and development discussions
• Identify strengths, development opportunities, and career growth paths

Job description

2020 Companies in Southlake, TX is seeking a Senior Call Center Manager to lead the Field and Retail Operations Support (FROST) and Quality Assurance teams. You will drive performance, coaching, and governance to deliver accurate project execution and customer-focused service.

The role combines operational discipline with diplomatic, employee-centered leadership to balance accountability with empowerment, while shaping KPIs, processes, and continuous improvement initiatives.