Bilingual Call Center Manager

Bilingual Call Center Manager

Addison Group is hiring for our client, a well-established professional services organization, seeking an experienced Call Center Manager to lead and develop a customer service team. This role is ideal for a hands-on leader who enjoys coaching employees, improving operational processes, and driving a high standard of customer care.

The Call Center Manager will oversee the day-to-day operations of an inbound contact center while focusing on employee development, process improvements, and service quality. This individual will be responsible for building a strong team culture, implementing effective training programs, monitoring performance metrics, and ensuring customers receive an exceptional experience from their first interaction.

Key responsibilities include:

• Lead, coach, and develop a team of customer service representatives through ongoing training and performance management.
• Monitor daily call center operations to ensure productivity, service levels, and quality standards are achieved.
• Design and improve onboarding and training programs to increase employee success and consistency.
• Review performance metrics, identify trends, and implement process improvements to enhance team effectiveness.
• Assist with inbound and follow-up customer calls during periods of high volume or limited staffing.
• Ensure customer inquiries are accurately evaluated and routed to the appropriate department or resource.
• Foster a collaborative, accountable, and customer-focused team environment.
• Utilize CRM and call center systems to manage workflows, reporting, and operational performance.
• Partner with leadership to identify opportunities for increased efficiency and continuous improvement.

Qualifications include:

• 35 years of experience managing a call center or customer service team.
• Demonstrated success coaching and developing employees while improving team performance.
• Experience using CRM platforms and call center software.
• Strong leadership, communication, problem-solving, and organizational skills.
• Ability to analyze operational data and implement process improvements.
• Bilingual (English/Spanish) is required.
• Experience in legal services, insurance, healthcare, financial services, or another professional services environment is a plus.
• Stable employment history with progressive leadership responsibilities.

Additional details include:

• Fully onsite position located in Fort Worth, TX.
• Manage a team of approximately 810 customer service representatives.
• Majority of customer interactions are inbound, with outbound follow-up as needed.
• Opportunity to lead departmental improvements and create long-term training and development initiatives.

Perks include:

• Monthly performance bonus opportunity.
• Comprehensive medical, dental, and vision coverage.
• 401(k) with employer match.
• Paid time off and sick leave.
• Opportunity to make a meaningful impact by shaping team performance and operational excellence.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.