Call Center Supervisor at Perdue Brandon Fielder Collins & Mott, LLP in Houston - Call Center

Job description

• Perdue Brandon Fielder Collins and Mott LLP (PBFCM) has an immediate opening for a Call Center Supervisor in our Houston office.
• The Supervisor is responsible for leading a team in a structured, performance-driven environment. This role ensures quality, compliance, and operational efficiency while fostering team development and accountability.

Responsibilities

• Review team members' work to ensure accuracy, compliance, and adherence to quality standards. Address and correct errors as needed.
• Monitor individual and team productivity. Provide coaching and take appropriate steps to address performance or attendance concerns, escalating when necessary.
• Deliver initial onboarding and continuous training to enhance employee skills, knowledge, and effectiveness.
• Meet and help the team achieve daily, weekly, and monthly production goals. Ensure accountability for call quality, attendance, and schedule adherence.
• Support recruitment and selection processes to meet staffing needs and ensure team readiness for future demands.
• Oversee proper follow-up and actions on all accounts to ensure delinquent taxes are collected prior to litigation.
• Thrive in a structured and collaborate setting with a diverse workforce to support team success.
• To be successful in this role, a supervisor is expected to consistently demonstrate the following:
• Maintain High Standards of Work Quality
• Regularly review team output for accuracy and compliance.
• Promptly address quality issues to prevent recurrence.
• Drive Team Performance
• Monitor production, coach for improvement, and take corrective action as needed.
• Ensure team meets or exceeds set performance metrics.
• Invest in Team Development
• Provide thorough onboarding for new hires.
• Offer regular training, feedback, and development opportunities.
• Own Results
• Be accountable for team call quality, attendance, and schedule adherence.
• Meet or surpass all production objectives on a consistent basis.
• Plan for Team Growth
• Actively participate in recruitment when needed.
• Anticipate workload changes and prepare the team accordingly.
• Ensure Timely Account Action
• Confirm all necessary steps are taken on accounts to avoid litigation due to unpaid taxes.
• Demonstrate Technical Competence
• Efficiently use required tools, including computer systems and telecommunication equipment.
• Stay Flexible
• Respond proactively to workflow changes or shifting priorities.
• Promote a Positive Work Culture
• Build a collaborative, respectful team environment within a structured framework.

Requirements

• Previous office experience required, 1-2 years Call Center Experience preferred, 6 months of experience within the call center at Perdue Brandon Fielder Collins and Mott preferred
• Bilingual skills a plus, Spanish, Vietnamese a definite plus
• High School diploma or equivalent (Required)
• Some college (Preferred)
• Work effectively within a structured setting and foster a positive, inclusive team culture.
• Navigate multiple computer systems while using a headset to input and retrieve information efficiently.
• Adjust quickly to changes in priorities or workflow in a dynamic telecommunications environment.
• Decision-making skills. Ability to work independently and make decisions that balance the interests of the team, the Firm, and the customer
• Conflict Resolution skills. You need to be able to respond with diplomacy and tact
• Ability to work under pressure.
• Adaptability and Teamwork - Ability to accept and implement coaching and feedback to achieve individual and team performance goals

Skills

Required

• Previous office experience

Preferred

• Bilingual skills (Spanish, Vietnamese)
• Decision-making skills
• Conflict resolution skills
• Ability to work under pressure
• Adaptability and teamwork

Benefits

• This is a full-time position with great benefits including medical, dental, vision and a generous PTO policy. PBFCM offers a professional, yet casual environment. We are a law firm committed to quality and integrity. This position is a great way to get started in the legal field and learn valuable skills.