Bilingual Call Center Manager
Job Description
Job Title: Bilingual Call Center Manager
Industry: Professional Services
Location (City, State): Fort Worth, TX
Assignment Type: Direct Hire
Pay: $75,000–$90,000 annually + monthly performance bonus opportunity
Work Schedule: Full-time | Monday–Friday | Onsite | 8:00 AM–5:00 PM or 9:00 AM–6:00 PM. Occasional weekend on-call support as needed.
Benefits: This position is eligible for medical, dental, vision, and 401(k).
About The Company:
Addison Group is hiring for our client, a well-established professional services organization, seeking an experienced Call Center Manager to lead and develop a customer service team. This role is ideal for a hands-on leader who enjoys coaching employees, improving operational processes, and driving a high standard of customer care.
Job Description:
The Call Center Manager will oversee the day-to-day operations of an inbound contact center while focusing on employee development, process improvements, and service quality. This individual will be responsible for building a strong team culture, implementing effective training programs, monitoring performance metrics, and ensuring customers receive an exceptional experience from their first interaction.
Key Responsibilities:
- Lead, coach, and develop a team of customer service representatives through ongoing training and performance management.
- Monitor daily call center operations to ensure productivity, service levels, and quality standards are achieved.
- Design and improve onboarding and training programs to increase employee success and consistency.
- Review performance metrics, identify trends, and implement process improvements to enhance team effectiveness.
- Assist with inbound and follow-up customer calls during periods of high volume or limited staffing.
- Ensure customer inquiries are accurately evaluated and routed to the appropriate department or resource.
- Foster a collaborative, accountable, and customer-focused team environment.
- Utilize CRM and call center systems to manage workflows, reporting, and operational performance.
- Partner with leadership to identify opportunities for increased efficiency and continuous improvement.
Qualifications:
- 3–5 years of experience managing a call center or customer service team.
- Demonstrated success coaching and developing employees while improving team performance.
- Experience using CRM platforms and call center software.
- Strong leadership, communication, problem-solving, and organizational skills.
- Ability to analyze operational data and implement process improvements.
- Bilingual (English/Spanish) is required.
- Experience in legal services, insurance, healthcare, financial services, or another professional services environment is a plus.
- Stable employment history with progressive leadership responsibilities.
Additional Details:
- Fully onsite position located in Fort Worth, TX.
- Manage a team of approximately 8–10 customer service representatives.
- Majority of customer interactions are inbound, with outbound follow-up as needed.
- Opportunity to lead departmental improvements and create long-term training and development initiatives.
Perks:
- Monthly performance bonus opportunity.
- Comprehensive medical, dental, and vision coverage.
- 401(k) with employer match.
- Paid time off and sick leave.
- Opportunity to make a meaningful impact by shaping team performance and operational excellence.
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