Call Center Manager / Office Manager

Location: On-site in Jackson, Mississippi, United States. Must be eligible to work in the United States; visa sponsorship is not available.

Company

hirify.global is a solutions-based company providing staff augmentation and operational support services.

What you will do

• Lead daily call center activities, provide direction and coaching to Call Center Agents, and ensure appropriate operational coverage.
• Monitor call quality, response time, accuracy, customer satisfaction, workflow, and performance against established expectations.
• Review customer interactions, identify coaching and training opportunities, handle escalated issues, and support employees with difficult situations.
• Ensure customer interactions and operational records are complete and accurate, identify recurring issues, and improve call center processes and customer experience.
• Communicate operational issues, staffing concerns, and service needs to project leadership; support onboarding, training, and team meetings.
• Oversee Jackson office administration, including supplies, equipment, documentation, reports, records, confidential information, and other operational requests.

Requirements

• High school diploma or equivalent.
• 3+ years of call center, customer service, or related operations experience.
• Ability to coach, support, and provide direction to employees.
• Strong customer service, conflict-resolution, verbal communication, and written communication skills.
• Excellent organizational skills with accuracy and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment and work independently while leading and collaborating with a team.
• 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.

Nice to have

• Associate or bachelor's degree.
• 1+ year of leadership, supervisory, team lead, or call center management experience.
• 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.

Culture & Benefits

• Inclusive workplace committed to a diversified workforce.
• Employment decisions are based on merit and professional qualifications.
• Reasonable accommodations may be provided for qualified individuals with disabilities.