Call Center Operations Manager

Our mission is

• to save Texans time and money on electricity. We live this mission every day through our core
• Unbiased Advocacy for our members and one another, Exceptional Service in everything we do, Innovation that challenges the status quo, Inclusivity where every voice matters, and Fun that fuels creativity and connection.

We’re looking for a Call Center Operations Manager to join our Houston team. In this role, you’ll lead with vision and heart — inspiring your team, driving results, and fostering collaboration across departments. You’ll balance strategic thinking with hands-on leadership, ensuring smooth day-to-day operations while championing our core values. This position reports directly to the Director of Operations.

Supervisory Responsibilities

• Lead, coach, and develop team members to meet performance and quality goals.
• Conduct regular check-ins, team meetings, and performance evaluations.
• Foster a positive, collaborative, and accountable work culture.

Key Duties & Responsibilities

• Oversee daily call center operations to ensure efficiency and member satisfaction.
• Monitor metrics, identify trends, and implement process improvements.
• Collaborate with other departments to align operational goals with company objectives.
• Serve as an escalation point for complex or sensitive issues.
• Ensure policies, procedures, and service standards are consistently followed.

Required Skills & Abilities

• Strong leadership with the ability to inspire, motivate, and guide a team.
• Strategic thinker with excellent problem-solving and decision-making skills.
• Exceptional communication and interpersonal abilities.
• Skilled in time management, organization, and prioritization.
• Ability to adapt quickly to change while maintaining high performance standards.
• Proficient with business software and comfortable learning new systems.

Key Leadership Competencies

• Accountability and ownership for results.
• Ability to coach and develop others for success.
• Strong relationship-building and collaboration skills.
• Conflict resolution with fairness and professionalism.
• Continuous improvement mindset.
• Commitment to modeling and reinforcing company values.

Education & Experience

• Minimum 3 years of supervisory or leadership experience.
• Proven track record in call center operations, process improvement, or customer service leadership.

Physical Requirements

• This is primarily an office-based role requiring prolonged periods of sitting and working at a computer.
• Regular movement around the office to attend meetings, collaborate with team members, and access files or equipment.
• Occasionally lift or carry items up to 15 pounds.

Please note that this job description outlines primary duties and responsibilities but is not exhaustive. Your role may evolve and expand as needed, subject to the discretion of your manager.