Senior Call Center Manager

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

Job Type: Regular

Work Location: Client Support Center - Southlake, TX 76092

Overview: 2020 Companies is now hiring a Senior Call Center Manager

2020 Companies is seeking an experienced, people-focused Senior Call Center Manager to lead our Field and Retail Operations Support (FROST) and Quality Assurance teams.

This position oversees a unique internal support environment where our field representatives serve as our primary customers. The FROST team provides real-time assistance to field representatives, supports accurate project execution, validates field documentation, and helps resolve issues before representatives leave retail locations. The Quality Assurance team provides an additional layer of quality assurance, validating completed work, identifying discrepancies, and ensuring execution meets established project and client requirements.

The Senior Call Center Manager will be responsible for building a high-performing, service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement.

Working directly with the Director of Account Management, this leader will help develop and implement performance KPIs, standardized processes, operating procedures, reporting frameworks, and continuous improvement initiatives.

The ideal candidate is an experienced contact center leader who combines strong operational discipline with a diplomatic, collaborative, and employee-centered leadership approach. This individual understands that accountability and empathy are not competing priorities, but essential components of an effective team.

Schedule: Ability to work CST hours preferred

Our Benefits:

• 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 employees and direct family members
• Employee Assistance Program
• Leadership Development Program
• Employees' special pricing for multiple clients

Job Description:

Key Responsibilities

Team Leadership & Employee Development

Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams

Establish clear performance expectations, individual accountability, and consistent coaching practices

Foster a positive, respectful, and collaborative team environment where employees feel supported, heard, and empowered to succeed

Lead with diplomacy, emotional intelligence, transparency, and a solutions-oriented mindset

Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team development discussions

Identify individual strengths, development opportunities, and potential career growth paths

Address performance concerns constructively, balancing accountability with appropriate training, resources, and support

Promote open communication and actively solicit employee feedback to identify operational challenges and improvement opportunities

Support effective staffing, scheduling, workload distribution, and coverage across operational shifts and active projects

Contact Center Operations & Performance Management

Oversee daily FROST support operations, ensuring timely, accurate, and professional assistance to field representatives

Establish and maintain operational standards for call handling, availability, adherence, responsiveness, and issue resolution

Partner with the Director of Account Management to develop, implement, and refine individual and team KPI scorecards

Monitor contact center performance metrics, including: Schedule Adherence

First Call Resolution (FCR)

Average Handle Time (AHT) / Call Length

Average Speed of Answer (ASA)

Service Level / Response Time

Call Quality and Documentation Accuracy

Escalation Rates

Productivity and Workload Distribution

Evaluate performance trends and develop coaching plans or operational improvements to address gaps

Ensure efficiency metrics are balanced with resolution quality, field representative experience, and overall execution accuracy

Establish appropriate performance targets and reporting cadences based on operational needs and available baseline data

Identify staffing, scheduling, and workflow opportunities to improve coverage and service delivery

FROST Operations & Field Support

Oversee FROST operations supporting field representatives throughout retail project execution

Ensure representatives receive accurate, timely guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshooting

Establish consistent procedures for live visit validation, corrective action, documentation, and escalation

Promote first-contact resolution and real-time issue correction whenever practical, reducing unnecessary revisits and downstream rework

Ensure FROST agents maintain the project knowledge and training necessary to support multiple active programs

Support the development of project-specific subject matter experts and escalation resources to improve consistency and knowledge sharing