Senior Call Center Manager

Overview

2020 Companies is now hiring a Senior Call Center Manager. We are seeking an experienced, people-focused leader to manage our Field and Retail Operations Support (FROST) and Quality Assurance teams. This role oversees an internal support environment where field representatives are the primary customers. The FROST team provides real-time assistance, ensures accurate project execution, validates documentation, and resolves issues promptly. The Quality Assurance team ensures work meets project and client requirements by identifying discrepancies and validating completed tasks.

Responsibilities

• Team Leadership & Employee Development:
  • Provide day-to-day leadership, coaching, and performance management for FROST and Quality Assurance teams.
  • Establish clear performance expectations and foster a positive, collaborative team environment.
  • Conduct regular one-on-one meetings, performance reviews, and team development discussions.
  • Identify individual strengths, development opportunities, and career growth paths.
  • Promote open communication and solicit employee feedback to improve operations.
  • Support effective staffing, scheduling, and workload distribution.
• Contact Center Operations & Performance Management:
  • Oversee daily FROST support operations, ensuring timely and accurate assistance to field representatives.
  • Establish operational standards for call handling, availability, and issue resolution.
  • Monitor KPIs such as schedule adherence, first call resolution, average handle time, and service levels.
  • Evaluate performance trends and develop coaching plans or operational improvements.
  • Balance efficiency metrics with resolution quality and field representative experience.
• FROST Operations & Field Support:
  • Ensure field representatives receive accurate guidance on project requirements, surveys, and compliance standards.
  • Promote first-contact resolution and real-time issue correction.
  • Support the development of project-specific subject matter experts.
  • Collaborate with Account Managers and Field Leadership to resolve execution challenges.
• Quality Assurance Oversight:
  • Lead the Quality Assurance team in maintaining consistent and accurate quality reviews.
  • Establish quality standards for survey validation, photo review, and compliance classification.
  • Identify recurring errors and process gaps, partnering with teams to address root causes.
  • Support the evolution of the Audit function toward proactive Quality Assurance.
• KPI Development, Process Improvement & Operational Strategy:
  • Develop and implement performance management frameworks for FROST and QA.
  • Create standardized operating procedures, workflows, and quality controls.
  • Identify opportunities to streamline processes and improve consistency.
  • Lead change management efforts and ensure effective communication of new processes.
• Cross-Functional Collaboration & Communication:
  • Serve as a key operational partner to Account Management, Training, Field Operations, and other departments.
  • Maintain clear communication channels and defined responsibilities between teams.
  • Participate in operational reviews and continuous improvement initiatives.

Qualifications

• Required:
  • 5+ years of experience in contact center operations, customer support, or related field.
  • 3+ years of people management experience, including coaching and performance management.
  • Experience managing contact center KPIs such as schedule adherence, first call resolution, and average handle time.
  • Strong analytical skills and ability to interpret operational data.
  • Excellent communication and organizational skills.
  • Proficiency with Microsoft Excel and performance reporting tools.
• Preferred:
  • Experience leading internal service desk or multi-functional contact center teams.
  • Familiarity with workforce management and contact center reporting systems.
  • Experience supporting retail merchandising or distributed workforce operations.
  • Familiarity with Salesforce, operational dashboards, or workflow management platforms.

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

Schedule: Ability to work CST hours preferred

Work Location: Client Support Center - Southlake, TX 76092