Manager/Supervisor Customer Operations (Call Center)
Houston, Texas
Monitors and interprets team and contact center performance data to ensure expectations are met.
Provide direction and supervision for customer contact center employees ensuring customer service
performance standards are maintained. Conducts quality control audits of employee interactions with
customers through call monitoring. Reviews and analyzes the quality assurance evaluations of employees
to ensure quality. Keeps abreast of changes with applicable laws, regulations, policies, procedures and standards.
Makes recommendations for changes, updates or revisions to maintain compliance.
Responds to escalated customer service issues. Investigates, evaluates and resolves customer complaints,
questions and concerns. Takes appropriate action on customers behalf as circumstances warrant.
Maintains adequate staffing levels to ensure proper administration of activities. Selects, develops, motivates
and evaluates the performance of assigned employees. Evaluates the job performance of direct reports and
provides regular feedback to employees. Monitors call volume data and adjusts staffing levels as appropriate
in order to maintain efficient center operations and meet customer service expectations.
