Senior Call Center Manager
2020companies · Southlake, Texas, United States · remote
Job Type:
Regular
Work Location:
Client Support Center - Southlake, TX 76092
Overview:
2020 Companies is now hiring a Senior Call Center Manager
2020 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 preferred
Our Benefits:
- Paid weekly
- Work remotely from home
- Health/Dental/Vision benefits
- 401K Program with matching
- Paid Time Off
- Paid Holidays
- Partial mobile reimbursement
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Leadership Development Program
- Employees' special pricing for multiple clients
Job Description:
Key Responsibilities
Team Leadership & Employee Development
- Provide day-to-day leadership, coaching, and performance management for the FROST and Quality Assurance teams
- Establish clear performance expectations, individual accountability, and consistent coaching practices
- Foster a positive, respectful, and collaborative team environment where employees feel supported, heard, and empowered to succeed
- Lead with diplomacy, emotional intelligence, transparency, and a solutions-oriented mindset
- Conduct regular one-on-one meetings, performance reviews, coaching sessions, and team development discussions
- Identify individual strengths, development opportunities, and potential career growth paths
- Address performance concerns constructively, balancing accountability with appropriate training, resources, and support
- Promote open communication and actively solicit employee feedback to identify operational challenges and improvement opportunities
- Support effective staffing, scheduling, workload distribution, and coverage across operational shifts and active projects
Contact Center Operations & Performance Management
- Oversee daily FROST support operations, ensuring timely, accurate, and professional assistance to field representatives
- Establish and maintain operational standards for call handling, availability, adherence, responsiveness, and issue resolution
- Partner with the Director of Account Management to develop, implement, and refine individual and team KPI scorecards
- Monitor contact center performance metrics, including:- Schedule Adherence
- First Call Resolution (FCR)
- Average Handle Time (AHT) / Call Length
- Average Speed of Answer (ASA)
- Service Level / Response Time
- Call Quality and Documentation Accuracy
- Escalation Rates
- Productivity and Workload Distribution
- Evaluate performance trends and develop coaching plans or operational improvements to address gaps
- Ensure efficiency metrics are balanced with resolution quality, field representative experience, and overall execution accuracy
- Establish appropriate performance targets and reporting cadences based on operational needs and available baseline data
- Identify staffing, scheduling, and workflow opportunities to improve coverage and service delivery
FROST Operations & Field Support
- Oversee FROST operations supporting field representatives throughout retail project execution
- Ensure representatives receive accurate, timely guidance on project requirements, surveys, photo documentation, compliance standards, and troubleshooting
- Establish consistent procedures for live visit validation, corrective action, documentation, and escalation
- Promote first-contact resolution and real-time issue correction whenever practical, reducing unnecessary revisits and downstream rework
- Ensure FROST agents maintain the project knowledge and training necessary to support multiple active programs
- Support the development of project-specific subject matter experts and escalation resources to improve consistency and knowledge sharing
- Establish clear expectations for identifying, documenting, and communicating recurring execution issues and emerging trends
- Collaborate with Account Managers, Project Coordinators, Training, and Field Leadership to resolve execution challenges and improve operational effectiveness
Quality Assurance Oversight
- Lead the Quality Assurance team in maintaining consistent, accurate, and timely quality reviews across supported projects
- Establish quality standards for survey validation, photo review, compliance classification, documentation, and defect identification
- Ensure audit findings accurately reflect project scope, client requirements, and established execution standards
- Develop consistent audit criteria, quality calibration practices, and performance reporting
- Identify recurring errors, quality trends, and process gaps that contribute to rework, inaccurate reporting, or client dissatisfaction
- Partner with FROST, Training, Account Management, and Project Coordination to address root causes and implement corrective actions
- Support the continued evolution of the Audit function toward a proactive Quality Assurance model that identifies and prevents defects earlier in the execution process
- Evaluate opportunities for dedicated quality assurance coverage on large, complex, or high-priority programs
KPI Development, Process Improvement & Operational Strategy
- Work directly with the Director of Account Management to develop and implement a comprehensive performance management framework for both FROST and QA
- Establish measurable individual and team objectives aligned with service quality, operational efficiency, accuracy, and client expectations
- Create, document, and implement standardized operating procedures, workflows, escalation protocols, and quality controls
- Identify opportunities to streamline processes, eliminate unnecessary administrative work, and improve operational consistency
- Develop dashboards and reporting tools that provide visibility into team performance, service trends, quality results, and improvement opportunities
- Use performance data, employee feedback, and operational observations to recommend sustainable process improvements
- Lead change management efforts associated with new tools, procedures, performance expectations, and organizational initiatives
- Ensure new processes are communicated clearly, supported by appropriate training, and evaluated for effectiveness after implementation
- Collaborate with leadership to establish realistic performance benchmarks and continuously refine KPIs as the operation evolves
Cross-Functional Collaboration & Communication
- Serve as a key operational partner to Account Management, Project Coordination, Training, Field Operations, Scheduling, and Analytics / Information Systems
- Maintain clear communication channels and defined responsibi