Call Center/Office Manager
Briljent · Jackson
Briljent is seeking an experienced and customer-focused Call Center Manager / Office Manager to oversee daily call center and office operations in Jackson, Mississippi. This role is responsible for leading the call center team, supporting consistent and high-quality customer service, monitoring operational performance, addressing escalated issues, and ensuring efficient day-to-day office operations.
The ideal candidate is a hands-on leader who is comfortable coaching employees, managing competing priorities, solving problems in real time, and stepping in to support call center operations when needed.
Essential Duties and Responsibilities
Call Center Management
- Lead and oversee the daily activities of the call center team.
- Provide day-to-day direction, coaching, and support to Call Center Agents.
- Monitor call center workflow and ensure appropriate coverage to meet operational needs.
- Monitor performance against established expectations, including call quality, response time, accuracy, and customer satisfaction.
- Review call quality and customer interactions to identify coaching and training opportunities.
- Handle escalated or complex customer issues and support employees in resolving difficult situations.
- Promote consistent, professional, and customer-focused communication across the team.
- Ensure customer interactions are documented completely and accurately in appropriate systems.
- Identify trends, recurring issues, and opportunities to improve call center processes and the overall customer experience.
- Work with project leadership to communicate operational issues, staffing concerns, and service needs.
- Support onboarding and training of new Call Center Agents.
- Lead team meetings, provide operational updates, and reinforce policies, procedures, and performance expectations.
- Step in to handle inbound or outbound calls during periods of high volume or as operationally necessary.
Office Management & Administrative Support
- Oversee the day-to-day administrative operations of the Jackson office.
- Maintain an organized, professional, and efficient office environment.
- Coordinate routine office needs, supplies, equipment, documentation, and administrative activities.
- Prepare reports, spreadsheets, correspondence, and other operational documentation.
- Maintain accurate records and ensure required documentation is completed in a timely manner.
- Assist with administrative and operational requests from project leadership.
- Ensure confidential and sensitive information is handled appropriately.
- Perform additional responsibilities as assigned.
Requirements
- High school diploma or equivalent; associate or bachelor's degree preferred.
- 3+ years of call center, customer service, or related operations experience.
- 1+ year of leadership, supervisory, team lead, or call center management experience preferred.
- Demonstrated ability to coach, support, and provide direction to employees.
- Strong customer service and conflict-resolution skills.
- Strong verbal and written communication skills.
- Excellent organizational skills with a high degree of accuracy and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong computer skills and ability to work across multiple systems simultaneously.
- Proficiency with Microsoft Office, particularly Word, Excel, Outlook, and Teams.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to work independently while effectively leading and collaborating with a team.
Preferred Qualifications
- Previous experience supervising a call center or customer service operation.
- Experience with call monitoring, quality assurance, performance metrics, and employee coaching.
- Experience in healthcare, Medicaid, government programs, or another highly regulated environment.
- Experience managing or coordinating office operations.
- Bilingual English/Spanish skills are a plus.
Other Information
- Briljent is committed to a diversified workforce, creating an inclusive workplace for all employees.
- Must be eligible to work in the United States. No sponsorships are available currently.
Physical Requirements & Environmental Conditions: An employee must meet these physical demands to successfully perform the essential functions of this job. Employee is regularly required to talk or hear, sit, stand, and utilize technology tools such as a laptop computer for extended periods of time. Specific vision abilities include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Briljent is a solutions-based company. Solutions come from creative ideas; ideas come from being creative with differences. Briljent believes diversity and inclusion are critical to the success of the company. Employment at Briljent is based on merit and professional qualifications. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, marital status or any other basis protected by federal, state or local law, regulation or ordinance.