Call Center Supervisor

Perdue Brandon Fielder Collins and Mott LLP (PBFCM) has an immediate opening for a Call Center Supervisor in our Houston office. PBFCM has been in business since 1970 and represents more than 2,000 governmental entities across Texas, including school districts, cities, counties, hospital districts, appraisal districts, and special districts. With 15 offices, over 50 attorneys, and more than 400 employees, we are founded on honesty, ethical conduct, and a commitment to quality and integrity.

Position Summary

The Supervisor is responsible for leading a team in a structured, performance‑driven environment. This role ensures quality, compliance, and operational efficiency while fostering team development and accountability.

Responsibilities

• Review team members' work to ensure accuracy, compliance, and adherence to quality standards.
• Address and correct errors as needed.
• Monitor individual and team productivity.
• Provide coaching and take appropriate steps to address performance or attendance concerns, escalating when necessary.
• Deliver initial onboarding and continuous training to enhance employee skills, knowledge, and effectiveness.
• Meet and help the team achieve daily, weekly, and monthly production goals.
• Ensure accountability for call quality, attendance, and schedule adherence.
• Support recruitment and selection processes to meet staffing needs and ensure team readiness for future demands.
• Oversee proper follow‑up and actions on all accounts to ensure delinquent taxes are collected prior to litigation.
• Thrive in a structured and collaborative setting with a diverse workforce to support team success.

Qualifications

• Previous office experience required.
• 1–2 years call‑center experience preferred.
• 6 months of experience within the call center at PBFCM preferred.
• Bilingual skills a plus; Spanish or Vietnamese a definite plus.
• High school diploma or equivalent (required).
• Some college coursework (preferred).

Competencies

• Work effectively within a structured setting and foster a positive, inclusive team culture.
• Navigate multiple computer systems while using a headset to input and retrieve information efficiently.
• Adjust quickly to changes in priorities or workflow in a dynamic telecommunications environment.

Preferred Skills

• Decision‑making skills.
• Ability to work independently and balance the interests of the team, the firm, and the customer.
• Conflict‑resolution skills; respond with diplomacy and tact.
• Ability to work under pressure.
• Adaptability and teamwork; accept and implement coaching and feedback to achieve individual and team performance goals.

Performance Expectations

• Maintain high standards of work quality; regularly review team output for accuracy and compliance; promptly address quality issues to prevent recurrence.
• Drive team performance; monitor production, coach for improvement, and take corrective action as needed; ensure the team meets or exceeds set performance metrics.
• Invest in team development; provide thorough onboarding for new hires; offer regular training, feedback, and development opportunities.
• Own results; be accountable for team call quality, attendance, and schedule adherence; meet or surpass all production objectives consistently.
• Plan for team growth; actively participate in recruitment when needed; anticipate workload changes and prepare the team accordingly.
• Ensure timely account action; confirm all necessary steps are taken on accounts to avoid litigation due to unpaid taxes.
• Demonstrate technical competence; efficiently use required tools, including computer systems and telecommunication equipment; stay flexible and respond proactively to workflow changes or shifting priorities.
• Promote a positive work culture; build a collaborative, respectful team environment within a structured framework.

Work Environment and Physical Demands

• Primarily seated at a computer for most of the day.
• Frequent use of a headset and telephone.
• On‑the‑job training provided.
• Regular walking, sitting, speaking, and hearing required.
• Standing, using hands to finger, handle, or feel; reaching with hands and arms; occasional stooping, kneeling, or crouching.
• Vision requirements: close vision, peripheral vision, depth perception, and ability to adjust focus.
• May be required to travel by air or car.
• Annual performance reviews.
• Reasonable accommodations may be made for individuals with disabilities.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Generous paid time off (PTO) policy.