Call Center Office Manager - Military veterans preferred

Account Control Technology


Call Center Office Manager

US-TX-Houston

Job ID: 2025-2444
Type: Full-Time
# of Openings: 1
Category: Management
Houston, Texas

Overview

Location: Houston, TX (Onsite Required)
Reports To: Director of Operations

Compensation:  $65,000 - $70,000 exempt/annual salary plus bonus potential

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries.

Why should you consider TSI (part of TSI family of companies)?

• 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!

Position Overview: 

We are seeking a highly motivated and experienced Call Center Office Manager to oversee the day-to-day operations of our Houston onsite location. This role is responsible for managing 100+ employees across both 1st party and 3rd party operations, ensuring alignment with office goals, compliance requirements, and overall business objectives. The Office Manager will serve as a key leader, driving performance, fostering employee development, and maintaining a positive, efficient workplace culture.

• Lead and oversee all onsite employees, ensuring office goals, Client goals and expectations and KPIs are consistently met.
• Provide strong leadership to supervisors, team leads, and front-line staff, fostering professional development and employee engagement.
• Ensure strict adherence to compliance, regulatory standards, and company policies across all operations.
• Manage daily operational performance, including workforce management, productivity, and quality assurance.
• Collaborate with leadership teams across 1st party and 3rd party spaces to align strategies and share best practices.
• Maintain clear and transparent communication with staff, peers, and executives regarding office updates, challenges, and progress toward goals.
• Proactively identify operational risks, troubleshoot issues, and implement effective solutions.
• Drive continuous improvement initiatives that enhance efficiency, customer satisfaction, and business results.

Key Competencies

1. Leadership & People Development – Ability to inspire, coach, and lead a large, diverse team while fostering career growth.
2. Compliance & Risk Management – Strong knowledge of regulatory requirements and commitment to maintaining ethical, compliant operations.
3. Operational Execution – Proven success in managing large-scale call center operations with a focus on meeting goals and KPIs.
4. Communication & Collaboration – Excellent interpersonal skills with the ability to build relationships across internal teams and external partners.
5. Problem Solving & Adaptability – Resourceful and resilient in overcoming challenges in a fast-paced, high-volume environment.
6. Strategic Thinking – Ability to align local office performance with broader organizational objectives and long-term strategy.

• 5+ years of leadership experience in a call center or contact center environment.
• Demonstrated success managing 100+ employees in both 1st party and/or 3rd party operations.
• Strong understanding of compliance, regulatory standards, and risk management in call center operations.
• Exceptional organizational and communication skills.
• Bachelor’s degree preferred; equivalent experience considered.

Physical Demands:

• Regularly required to stand or sit, and move about
• Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

TSISP

PI277964848