TSI - Transworld Systems Inc. · 5 hours ago
Manager - Call Center Operations - Onsite Houston, TX
Houston, TX
Full-time
Onsite
Mid, Senior Level
$55K/yr - $58K/yr
4+ years expTransworld Systems, Inc. is an industry leader in customer relationship outsourcing services with over 50 years of experience. The Manager of Call Center Operations acts as a liaison between the organization and its clients, supervising workflow activities to meet performance objectives and ensuring effective service delivery.
AnalyticsCRMFinancial ServicesMarketingOutsourcing
Responsibilities
Evaluates individual performance and overall team effectiveness
Maintain and enhance call center operations by supervising system performance, identifying and providing solutions to problems
Responsible for allocating work to call center supervisors according to the call center workload
Collaborating with other departments, clients, and vendors to enhance service delivery
Manage a team of supervisors, handle multiple tasks simultaneously, and manage in a fast-paced environment
Provide on-going training and mentoring front line leadership (Team Leads/Supervisors)
Utilizing and managing software tools for effective operations
Assist the Senior Operations Manager with administrative duties and reporting
Develop and implement strategies to improve key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
Identify opportunities to streamline workflows and improve operational efficiency
Perform other duties as assigned by senior management
Qualification
Required
Must meet background and drug screen requirements as outlined by the project/client
High School Diploma, GED or equivalent required
Associate's degree or equivalent relevant work experience
2 years of previous call center operations experience required
Two years successful track record as a manager, preferably in a call center environment
The ideal candidate must possess excellent communication and interpersonal skills
Must possess strong leadership and managerial skills
Also requires a high degree of confidentiality
Must possess excellent computer- call center system skills to include; Knowledge of Microsoft Word, Excel, CRM, and Telephone Systems (Preferably Five 9)
Excellent organizational and analytical abilities
Strong work ethic that exhibits high ethical and moral standards
Must have flexibility in work schedule
Preferred
Bachelor's degree preferred
4 years of previous call center operations experience preferred
Benefits
Paid training
Team-oriented work environment
Growth opportunity
Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!
Company
TSI - Transworld Systems Inc.
Transworld Systems Inc.
10001+ employees
H1B Sponsorship
TSI - Transworld Systems Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Angela Armstrong
Executive Vice President & General Manager
Recent News
2026-01-16
2025-09-16
2025-08-18
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