We are seeking an experienced and high-energy Remote Call Center Supervisor to lead a team of frontline agents for our Houston, TX based operations. In this role, you will be responsible for driving team performance, ensuring high-quality customer interactions, and meeting key departmental KPIs. While the role is remote, we are specifically looking for candidates in the Houston area to facilitate occasional local team meetings.

Key Responsibilities:

• Team Leadership: Manage a team of 15–20 remote agents, providing daily coaching and performance feedback.

• Performance Monitoring: Conduct regular call monitoring and whisper coaching to ensure compliance and service excellence.

• KPI Management: Track and improve team metrics including Average Handle Time (AHT), First Call Resolution (FCR), and CSAT scores.

• Escalations: Act as the second point of contact for difficult customer inquiries, resolving issues with professionalism.

• Reporting: Prepare daily and weekly performance reports for the Operations Manager.

• Training: Assist in the onboarding of new hires and the rollout of new call scripts or software updates.

Requirements:

• Experience: 2+ years of supervisory experience in a high-volume call center environment.

• Location: Must be a resident of the Greater Houston, TX area.

• Leadership: Proven ability to motivate a remote team and handle conflict resolution.

• Communication: Strong verbal and written skills; bilingual (English/Spanish) is a plus.

• Availability: Flexible to work various shifts, including some weekends or evenings.

Technical Requirements:

• Hardware: Must have a dedicated, quiet home office with a computer and noise-canceling headset.

• Internet: High-speed internet (minimum 50 Mbps download / 10 Mbps upload) with an ethernet connection.

• Software: Proficiency in CRM tools (Salesforce, Zendesk) and CCaaS platforms (Five9, RingCentral, or Genesys).

• Connectivity: Reliable access to Zoom or Microsoft Teams for video-based management.

Work Details:

• Compensation: $25.00 per hour (Paid Weekly).

• Shift: Full-Time (Rotating shifts available).

• Mode: 100% Remote (Must reside in Houston, TX).

• Benefits: Health, Dental, and Vision insurance, 401(k) matching, and paid time off (PTO).

• Immediate Hire: Candidates who can start within 1–2 weeks will be prioritized.