Call Center Manager

Job Description

Job Description

Title: Call Center Manager

Location: Henderson, NV

Salary: $70-$80K

About PSI

Belong, Grow, and Thrive! At PSI, we believe that people achieve their best when they feel they truly belong. That’s why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.

We’re proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you’ll feel the difference in how we work, grow, and succeed together.

What You Can Expect From Us - We know that great work starts with feeling valued. That’s why we’ve benchmarked all our roles against local market rates and why you’ll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.

The Call Center Manager is responsible for leading all aspects of Tier 1 and Tier 2 candidate support within the Henderson Call Center, with a primary focus on federal contract operations and service delivery excellence.

This role provides direct supervision of a team of approximately 12–18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives. In addition, the Call Center Manager provides operational oversight of remaining call center teams within the Henderson site, ensuring alignment with performance expectations, policies, and service level standards.

The role is responsible for driving end-to-end candidate experience outcomes, ensuring consistent application of procedures related to candidate support, complaint resolution, and multi-channel service delivery (phone, email, and chat). A strong emphasis is placed on federal contract compliance, operational integrity, and adherence to Department of Defense (DoD) requirements.

This position requires successful completion and maintenance of DoD suitability approval as a condition of employment and continued access to federal contract work.

This is a full-time, permanent role, Monday through Friday during standard call center operating hours. The role requires availability outside of standard hours to support critical incidents, escalations, and operational needs as required.

• Provide direct supervision, coaching, and performance management for a team of approximately 12–18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives.
• Oversee day-to-day operations of all additional call center teams within the Henderson Call Center, ensuring consistent adherence to policies, procedures, and performance expectations.
• Drive Tier 1 and Tier 2 candidate support operations across phone, email, and chat channels, ensuring timely and accurate service delivery.
• Ensure consistent execution of policies and procedures related to candidate support, including displaced candidates, complaint resolution, and escalated service issues.
• Monitor, analyze, and act on operational performance metrics, including service levels, quality scores, staffing coverage, and productivity indicators.
• Own escalation management for complex, high-impact, or sensitive candidate issues, ensuring timely resolution and appropriate communication to stakeholders.
• Conduct regular performance management activities, including coaching, feedback, documentation, and corrective action for direct reports.
• Ensure compliance with federal contract requirements, internal policies, and applicable Department of Defense (DoD) regulations.
• Support workforce planning activities, including staffing coordination, schedule oversight, and workload balancing to meet service demands.
• Review and act on customer feedback and candidate journey insights to identify trends and drive continuous improvement initiatives.
• Communicate operational updates, policy changes, and performance expectations to staff in a clear and consistent manner.
• Develop, coach, and motivate staff and supervisors to achieve performance targets, quality standards, and service level agreements (SLAs).
• Partner with internal stakeholders to resolve operational issues and ensure alignment on service delivery expectations and client requirements.
• Identify and implement process improvements that enhance efficiency, candidate experience, and operational effectiveness.
• Prepare, analyze, and present operational performance reports to leadership as required.
• Conduct annual performance evaluations and ongoing performance reviews for direct reports.
• Foster a culture of accountability, engagement, and service excellence across all teams within the Henderson Call Center.
• Support operational continuity during critical incidents, including after-hours or weekend support as required.

• Bachelor’s degree or equivalent combination of education and relevant experience required.
• Minimum of five to seven years of experience in a customer service or call center environment.
• Minimum of three to five years of progressive people leadership experience, including direct supervision of staff and responsibility for performance management.
• Experience leading operational teams in a high-volume contact center environment required.
• Demonstrated experience managing both frontline staff and leadership-level employees preferred.
• Strong understanding of call center operations, workforce management principles, and service level performance management.
• Experience managing performance metrics, including SLAs, quality assurance standards, and productivity targets.
• Proven experience in employee relations, including coaching, corrective action, performance improvement plans, and disciplinary processes.
• Strong analytical skills with the ability to interpret operational data, identify trends, and drive performance improvements.
• Experience working with customer service platforms, case management systems, and reporting tools.
• Advanced proficiency in Microsoft Office applications, including Excel for reporting, analysis, and dashboard creation.
• Ability to quickly learn and operate proprietary systems and adapt to evolving operational and federal contract requirements.
• Strong communication and stakeholder management skills, including experience interacting with internal leadership and external clients.
• Demonstrated ability to manage escalations and resolve complex operational or customer issues in high-pressure environments.
• Experience working in a regulated or compliance-driven environment strongly preferred.
• Must be able to successfully obtain and maintain Department of Defense (DoD) suitability approval as a condition of employment.

Benefits & Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:  

• Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
• Generous Time Off: Enhanced paid time off/annual leave policies
• Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
• US: Dental, vision, life, and short-term disability insurance
• UK: Medical cashback plan including dental, vision, and income protection
• Flexible Spending Accounts (US)
• Employee Assistance Program (EAP): Confidential support whenever you need it
• Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
• Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
• Future Planning: Tools and support to help you grow personally and professionally
• Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry

At PSI, we’re more than just a workplace - we’re a global team driven by shared values and real impact. If you're ready to be part of a company that’s committed to your growth and well-being, we’d love to hear from you.