Call Center Manager

$70k Per Year Position range in Tarrant County $44k - $75k Per Year Call Center Manager

UNIVERSITY OF TEXAS AT ARLINGTON

Occupation:

First-Line Supervisors of Office and Administrative Support Workers

Location:

Arlington, TX - 76019

Job Type:

Regular, Full Time (30 Hours or More), Permanent Employment, Day Shift

Posted:

05/14/2026 Positions available: 1

Source:

WorkInTexas

Web Site:

WorkInTexas Onsite /

Remote:

Selection Required

Updated:

05/17/2026

Expires:

05/14/2027

Agency Job ID:

S06780P Job #: 17015158 Job Requirements and Properties Help for Job Requirements and Properties. Work Onsite Full Time Education Bachelor's Degree Experience 24 Month(s) Schedule Full Time Job Type Regular Duration Permanent Employment Shift Day Shift Help for . The Call Center Manager leads all phone-based and related communication operations for OneStop, ensuring consistent, high-quality service across complex topics such as enrollment, financial aid, billing, and academic records. This position oversees staff performance, monitors and responds to service metrics, and leads continuous improvement of call workflows..Staff Supervision and LeadershipDirectly supervise professional call center staff, including hiring, onboarding, coaching, performance evaluations, and ongoing development.

Provide daily guidance and ensure staff maintain expertise in registration, records, financial aid, billing, and related processes.

Establish staffing schedules, monitor coverage, and adjust resources to meet demand.

Promote a high-quality student service environment, modeling professional standards.

Call Center Operations OversightManage daily operations including call flow, queue management, coverage planning, and service-level adherence.

Resolve escalated calls and serve as a resource for complex student situations.

Develop scripts, knowledge base inputs, and communication templates.

Ensure accurate case handling, privacy/security compliance, and timely resolution of student needs.

Address escalated or complex issues requiring advanced knowledge or judgment.

Metrics, Reporting & Quality AssuranceMonitor KPIs (call volume, handle time, abandonment, quality scores) and implement improvements.

Collaborate with leadership on performance dashboards and trend analyses.

Identify training needs and implement QA programs.

Project and Initiative SupportLead or support projects impacting call center channels, communication strategies, or student outreach efforts.

Coordinate with IT on call center software updates or enhancements.

Campus Collaboration and Issue ResolutionCoordinate and create resolution of multi-faceted situations with campus partners.

Communicate trends, escalating issues, and service insights to internal and external departmental leadership to inform strategy.

Perform other duties as assigned..Bachelor's degree.

Two (2) years of experience in call center operations, student services, or customer service management or an equivalent mix of education and relevant experience in similar role.

Supervisory experience in a call center or high-volume communication environment.

Experience resolving complex issues in at least one area: financial aid, student records, billing, or enrollment.

Experience managing performance metrics such as call volume, handle time, quality, and service levels..Master's degree in higher education, business, communications, or related field.

Experience with call center systems (e.g., phone routing software, QA platforms, CRM).Background in developing scripts, communication templates, or knowledge base content.

Experience leading or participating in campus-wide committees or student service initiatives.