Call Center Manager - Houston (348/o)

Job Description

Job Description

National, award winning plaintiff litigation firm that represents tens of thousands of clients in personal injury litigation, civil litigation, and mass torts including product liability, dangerous drugs and defective medical products is seeking an experienced, motivated, and highly organized Call Center Manager to lead the daily operations of their client service call center. This hands-on leadership role is critical in maintaining a positive, drama-free work environment while driving exceptional client satisfaction. The Call Center Manager will be responsible for overseeing staff, making real-time decisions, and ensuring performance goals are consistently met.

Key responsibilities include hiring and training team members, coaching agents, monitoring performance metrics, and ensuring compliance with industry standards. This role also requires effective cross-department communication and the ability to handle high-pressure situations with professionalism and resilience. By leveraging data-driven strategies and modern tools, the Call Center Manager will optimize workflow, enhance productivity, and support the professional growth of the team. Their leadership strengthens customer relationships and reinforces the company’s reputation. This is an onsite full-time role based out of the firm's Houston, Texas office location during normal business hours of 8:30 am – 5:00 pm.

  Duties include:

• Train new call center representatives.
• Provide ongoing coaching and mentorship, especially during challenging client interactions.
• Analyze call center performance data and prepare regular reports for upper management.
• Evaluate staff effectiveness through annual reviews and as-needed assessments.
• Lead team meetings and deliver presentations to company executives.
• Set and monitor monthly, quarterly, and annual performance goals and KPIs.
• Create and maintain work schedules to ensure adequate staffing and coverage.
• Develop and implement operational strategies to increase efficiency and improve service quality.
• Handle escalated client issues and implement solutions for client retention.
• Identify and solve call center problems of efficiency or client satisfaction.
• Motivate and guide team members. 

Qualifications:

• Education
  • Bachelor’s degree in Communications, Business Management, or a related field preferred.
  • High school diploma with extensive call center or leadership experience may be considered.

• Experience
  • 3+ years in customer service or call center operations.
  • 1–2 years in a supervisory or managerial role, ideally within a call center environment.
  • Experience in a legal setting is preferred but not required.
  • Fluency in Spanish is required. 

• Skills & Competencies
  • Exceptional leadership and interpersonal skills.
  • Professional, approachable, and committed to fostering a respectful, drama-free workplace.
  • Ability to multitask, prioritize, and stay organized in a fast-paced setting.
  • Calm under pressure and able to handle high-stress situations effectively.
  • In-depth understanding of customer service principles and company policies.
  • Excellent understanding of technology, software applications, and phone and computer systems.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and familiarity with legal software (case management, document management, billing software) is a plus.
  • Strong written and verbal communication skills.
  • Excellent attention to detail, with the ability to prioritize tasks and manage time effectively. 

Benefits

• Competitive salary and potential bonuses.
• Comprehensive benefits package (health, dental, vision, etc.).
• Opportunity to grow a call center.
• Paid time off.
• Paid holidays.