Senior Call Center Manager

Job Type:RegularWork Location:Client Support Center - Southlake, TX 76092Overview:2020 Companies is now hiring a Senior Call Center Manager2020 Companies is seeking an experienced, people-focused Senior Call Center Manager to lead our Field and Retail Operations Support (FROST) and Quality Assurance teams.This position oversees a unique internal support environment where our field representatives serve as our primary customers. The FROST team provides real-time assistance to field representatives, supports accurate project execution, validates field documentation, and helps resolve issues before representatives leave retail locations. The Quality Assurance team provides an additional layer of quality assurance, validating completed work, identifying discrepancies, and ensuring execution meets established project and client requirements.The Senior Call Center Manager will be responsible for building a high-performing, service-oriented operation that balances responsiveness, efficiency, accuracy, and employee engagement.Working directly with the Director of Account Management, this leader will help develop and implement performance KPIs, standardized processes, operating procedures, reporting frameworks, and continuous improvement initiatives.The ideal candidate is an experienced contact center leader who combines strong operational discipline with a diplomatic, collaborative, and employee-centered leadership approach. This individual understands that accountability and empathy are not competing priorities, but essential components of an effective team.Schedule: Ability to work CST hours preferredOur Benefits:Paid weeklyWork remotely from homeHealth/Dental/Vision benefits401K Program with matchingPaid Time OffPaid HolidaysPartial mobile reimbursementScholarship opportunities for employees and direct family membersEmployee Assistance ProgramLeadership Development ProgramEmployees' special pricing for multiple clientsJob Description:Key ResponsibilitiesTeam Leadership & Employee DevelopmentProvide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teamsEstablish clear performance expectations, individual accountability, and consistent coaching practicesFoster a positive, respectful, and collaborative team environment where employees feel supported, heard, and empowered to succeedLead with diplomacy, emotional intelligence, transparency, and a solutions-oriented mindsetConduct regular one-on-one meetings, performance reviews, coaching sessions, and team development discussionsIdentify individual strengths, development opportunities, and potential career growth pathsAddress performance concerns constructively, balancing accountability with appropriate training, resources, and supportPromote open communication and actively solicit employee feedback to identify operational challenges and improvement opportunitiesSupport effective staffing, scheduling, workload distribution, and coverage across operational shifts and active projectsContact Center Operations & Performance ManagementOversee daily FROST support operations, ensuring timely, accurate, and professional assistance to field representativesEstablish and maintain operational standards for call handling, availability, adherence, responsiveness, and issue resolutionPartner with the Director of Account Management to develop, implement, and refine individual and team KPI scorecardsMonitor contact center performance metrics, including:Schedule AdherenceFirst Call Resolution (FCR)Average Handle Time (AHT) / Call LengthAverage Speed of Answer (ASA)Service Level / Response TimeCall Quality and Documentation AccuracyEscalation RatesProductivity and Workload DistributionEvaluate performance trends and develop coaching plans or operational improvements to address gapsEnsure efficiency metrics are balanced with resolution quality, field representative experience, and overall execution accuracyEstablish appropriate performance targets and reporting cadences based on operational needs and available baseline dataIdentify staffing, scheduling, and workflow opportunities to improve coverage and service deliveryFROST Operations & Field SupportOversee FROST operations supporting field representatives throughout retail project executionEnsure representatives receive accurate, timely guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshootingEstablish consistent procedures for live visit validation, corrective action, documentation, and escalationPromote first-contact resolution and real-time issue correction whenever practical, reducing unnecessary revisits and downstream reworkEnsure FROST agents maintain the project knowledge and training necessary to support multiple active programsSupport the development of project-specific subject matter experts and escalation resources to improve consistency and knowledge sharingEstablish clear expectations for identifying, documenting, and communicating recurring execution issues and emerging trendsCollaborate with Account Managers, Project Coordinators, Training, and Field Leadership to resolve execution challenges and improve operational effectivenessQuality Assurance OversightLead the Quality Assurance team in maintaining consistent, accurate, and timely quality reviews across supported projectsEstablish quality standards for survey validation, photo review, compliance classification, documentation, and defect identificationEnsure audit findings accurately reflect project scope, client requirements, and established execution standardsDevelop consistent audit criteria, quality calibration practices, and performance reportingIdentify recurring errors, quality trends, and process gaps that contribute to rework, inaccurate reporting, or client dissatisfactionPartner with FROST, Training, Account Management, and Project Coordination to address root causes and implement corrective actionsSupport the continued evolution of the Audit function toward a proactive Quality Assurance model that identifies and prevents defects earlier in the execution processEvaluate opportunities for dedicated quality assurance coverage on large, complex, or high-priority programsKPI Development, Process Improvement & Operational StrategyWork directly with the Director of Account Management to develop and implement a comprehensive performance management framework for both FROST and QAEstablish measurable individual and team objectives aligned with service quality, operational efficiency, accuracy, and client expectationsCreate, document, and implement standardized operating procedures, workflows, escalation protocols, and quality controlsIdentify opportunities to streamline processes, eliminate unnecessary administrative work, and improve operational consistencyDevelop dashboards and reporting tools that provide visibility into team performance, service trends, quality results, and improvement opportunitiesUse performance data, employee feedback, and operational observations to recommend sustainable process improvementsLead change management efforts associated with new tools, procedures, performance expectations, and organizational initiativesEnsure new processes are communicated clearly, supported by appropriate training, and evaluated for effectiveness after implementationCollaborate with leadership to establish realistic performance benchmarks and continuously refine KPIs as the operation evolvesCross-Functional Collaboration & CommunicationServe as a key operational partner to Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics / Information SystemsMaintain clear communication channels and defined responsibilities between FROST, QA and other departmentsPartner with Account Managers to ensure field execution concerns and quality trends are surfaced promptly and appropriatelyEstablish consistent escalation procedures while maintaining clear ownership of client-facing decisions and project scopeParticipate in operational reviews, leadership meetings, and continuous improvement initiativesProvide the Director of Account Management with regular updates on performance, staffing, risks, process improvements, and employee developmentQualificationsRequired5+ years of experience in contact center operations, customer support operations, service delivery, or a related environment3+ years of people management experience, including coaching, performance management, and team developmentDemonstrated experience managing contact center KPIs such as schedule adherence, first call resolution, average handle time, and service levelsExperience developing or improving operational workflows, standard operating procedures, and performance reportingStrong analytical skills with the ability to interpret operational data and translate findings into actionable improvementsDemonstrated ability to lead teams through change while maintaining engagement, accountability, and operational performanceExcellent interpersonal, written, and verbal communication skillsStrong organizational skills and the ability to manage competing priorities in a fast-paced environmentProficiency with Microsoft Excel and performance reporting toolsPreferredExperience leading internal service desk, field support, technical support, or multi-functional contact center teamsExperience overseeing quality assurance, audit, or compliance-related operationsFamiliarity with workforce management, call monitoring, and contact center reporting systemsExperience supporting retail merchandising, field services, or distributed workforce operationsExperience developing KPI scorecards, coaching frameworks, and quality calibration programsFamiliarity with Salesforce, operational dashboards, or workflow management platformsKey Performance Indicators & Success MeasuresSuccess in this position will be measured through a balanced combination of operational performance, execution quality, employee development, and continuous improvement.1. Contact Center Performance & Service DeliverySchedule adherence and operational coverageFirst call resolution and effective issue handlingAverage handle time and response efficiencyService level attainment and responsivenessTimely and appropriate escalations2. Execution Quality & Audit AccuracyAccuracy of field visit validation and compliance classificationsAudit accuracy and consistencyReduction in preventable errors and repeat issuesTimely identification and correction of execution discrepanciesImprovement in downstream reporting accuracy and reduction of avoidable rework3. Employee Leadership & Team DevelopmentEmployee engagement, retention, and team moraleConsistency and effectiveness of individual coaching and developmentTimely and constructive performance feedbackDemonstrated improvement in individual and team performanceEmployee confidence in leadership, communication, and available support4. Process Improvement & Operational ExcellenceSuccessful development and implementation of KPIs, SOPs, and operational improvementsMeasurable improvements in efficiency, quality, and consistencyReduction in recurring operational issues and process-related errorsEffective adoption of new workflows and performance standards5. Cross-Functional Partnership & CommunicationEffective collaboration with Account Management, Training, Field Operations, and other departmentsTimely identification and communication of operational risksClear accountability and consistent escalation practicesPositive internal stakeholder feedback and improved field representative support experienceLeadership ExpectationsAt 2020 Companies, we believe strong operational performance begins with strong leadership.The Senior Call Center Manager is expected to create an environment where employees understand what is expected of them, have the tools and training needed to succeed, and receive meaningful coaching and recognition for their contributions.This leader must demonstrate the ability to hold individuals accountable while remaining approachable, fair, diplomatic, and respectful. Performance challenges should be addressed thoughtfully, with an emphasis on identifying root causes, removing obstacles, and helping employees improve.We are seeking a leader who values people as much as performance, encourages collaboration over blame, and recognizes that sustainable results are achieved by developing capable, engaged, and accountable teams.What Success Looks LikeWithin the first 90 days, the Senior Call Center Manager will have developed a clear understanding of FROST and Audit operations, established relationships with team members and key stakeholders, assessed existing workflows and performance reporting, and partnered with the Director, Account Management to identify priorities for improvement.Over time, success will be demonstrated through clearly defined performance expectations, reliable KPI reporting, improved service responsiveness, stronger quality assurance, reduced operational rework, and a team culture built on trust, accountability, collaboration, and continuous improvement.What You Can Expect From 2020 CompaniesWe welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.2020’s CommitmentWe are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.SummaryLocation: Southlake, TX; Detroit, MIType: Full time