Call Center Supervisor

Job Description

Job Description

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. We represent more than 2000 governmental entities in Texas school districts, cities, counties, hospital districts, appraisal districts, and special districts. We have grown steadily every year. We currently have 15 offices across Texas with over 50 attorneys and more than 400 employees. Founded on the principles of honesty and ethical conduct our success is due to our refusal to deviate from these core values.

This is a full-time position with great benefits including medical, dental, vision and a generous PTO policy. PBFCM offers a professional, yet casual environment. We are a law firm committed to quality and integrity. This position is a great way to get started in the legal field and learn valuable skills.

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.

ROLE AND 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 collaborate 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 Perdue Brandon Fielder Collins and Mott preferred
• Bilingual skills a plus, Spanish, Vietnamese a definite plus

EDUCATION REQUIREMENT

• High School diploma or equivalent (Required)
• Some college (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 make decisions that balance the interests of the team, the Firm, and the customer
• Conflict Resolution skills. You need to be able to respond with diplomacy and tact
• Ability to work under pressure.
• Adaptability and Teamwork - Ability to accept and implement coaching and feedback to achieve individual and team performance goals

PERFORMANCE EXPECTATIONS

To be successful in this role, a supervisor is expected to consistently demonstrate the following:

• 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 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 on a consistent basis.
• 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
  • 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

This position involves:

• Sitting at a computer most of the day
• Utilizing a headset and being on the phone frequently
• On the job training
• Annual Performance Reviews

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, sit, speak, and hear. The employee is required to stand, use hands to finger, handle, or feel; reach with hands and arms; the employee may be required, on occasion, to stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Employee may be required to travel by air or car.