Job Details

Harris County Tax Assessor-Collectors Office is seeking a dedicated, detail-oriented, and customer-focused Call Center Manager to join our team.

Under general supervision of the Director of Call Center, the primary functions of the Call Center Manager are to oversee the daily operations of the call center, ensuring high-quality customer service, and managing a team of call center representatives. This role involves supervising staff, implementing process improvements, monitoring call center metrics, and ensuring compliance with local and state regulations regarding tax collection and customer inquiries. Ensure staff are knowledgeable about the many functions of the Tax Office, such as property tax, procedures, automobile services, and voter registration in an effort to best assist callers.

About the Tax Assessor-Collector

The Harris County Tax Assessor-Collectors Office is essential for ensuring the proper administration of tax laws and providing vital services to the community. The office plays a key role in local government, handling various financial and administrative tasks, including:

• Property Tax Collection: Assess and collect property taxes for all eligible commercial and residential property owners and entities. Calculate property taxes based on appraised values and ensure collection and distribution to the appropriate entities.
• Motor Vehicle Services: Manage commercial and residential vehicle registration, issue license plates, and handle vehicle title transfers, including the collection of associated fees.
• Voter Registration: Oversee voter registration within the county, issue voter registration certificates, and maintain an accurate voter registration roll.
• Additional Revenue Collection: Collecting certain fees, fines, and revenues related to permits or state mandates, depending on the countys needs.

Job Duties and Responsibilities:

• Provide direct leadership and oversight to call center management and staff, including hiring, training, coaching, scheduling, and managing performance
• Provide support and career development to call center deputy specialists, responding to questions and concerns with solutions and coaching
• Ensure timely and accurate responses to incoming calls, providing high satisfaction and excellent customer service
• Monitor call center performance metrics and implement strategies to meet or exceed performance targets
• Develop and maintain standard operating procedures, scripts, and quality assurance guidelines for work duties and routines
• Collaborate with the Director and senior leadership to ensure consistent messaging and cross-functional service delivery.
• Analyze call center data and prepare regular reports to inform leadership of trends, staffing needs, service gaps, and opportunities for improvement.
• Ensure proper coverage and minimize wait times while optimizing resource allocation.
• Handle escalated and/or sensitive customer issues with professionalism and resolution-focused strategies.
• Performs other duties or projects as assigned.

Harris County is an Equal Opportunity Employer If you need special services or accommodations, please call (713) ###-#### or ...@bmd.hctx.net

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Education and Experience:

• High school diploma or equivalent from an accredited institution within the U.S.
• Minimum of (5) years of prior work experience in a Call Center environment providing excellent customer service, including 2 years in a supervisory or managerial role.

Knowledge, Skills & Abilities:

• Proficiency in PC is required
• Microsoft Word, Excel, Outlook, TEAMS
• Experience working with AVAYA Phone systems and CMS
• Training Methods: Knowledge of adult learning principles and effective training techniques for diverse learning styles.
• Product and Service Expertise: Deep understanding of company offerings to deliver accurate training.
• Training Program Design: Ability to develop and implement training materials and resources
• Performance Assessment: Skill in evaluating trainee performance and providing constructive feedback.
• Call Center Operations: Understanding of call center workflows, technologies, and best practices.
• Customer Service Standards: Expertise in teaching customer service excellence and support techniques.
• Communication Skills: Strong verbal and written communication for effective training delivery
• Conflict Resolution and Coaching: Ability to address performance issues and provide supportive coaching.
• Quality Assurance: Knowledge of performance metrics and quality control measures.
• Technology Proficiency: Familiarity with training software, LMS, and call center tools.
• Feedback and Improvement: Ability to gather and use feedback to enhance training programs.
• Leadership: Strong leadership and collaboration skills to motivate and guide trainees.
• Compliance Knowledge: Understanding of relevant laws and policies affecting training
• Leadership: Ability to motivate, guide, and inspire a team towards achieving goals.
• Communication: Strong verbal and written communication skills for effective interaction with staff and customers.
• Problem-Solving: Quick and effective resolution of customer and staff issues.
• Time Management: Efficient in managing time and prioritizing tasks in a fast-paced environment.
• Conflict Resolution: Skilled in managing disputes and finding solutions that satisfy both customers and team members.
• Customer Focus: A strong commitment to delivering exceptional customer service.
• Analytical Thinking: Ability to analyze performance data and make data-driven decisions.
• Adaptability: Flexibility to adjust to changing situations and demands in a dynamic environment.
• Coaching & Training: Expertise in developing staff through training, feedback, and performance management.
• Multitasking: Ability to juggle multiple tasks, projects, and priorities effectively.
• Decision-Making: Sound judgment in making decisions that benefit both the team and the organization.
• Team Building: Ability to foster collaboration, teamwork, and a positive work environment.

NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentationbutONLY information stated on the application will be used for consideration. "See Resume"will not be accepted for qualifications.

Education & Experience:

• Experience managing high-volume, inbound customer service environments

Work Environment and Physical Demands:

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Largely sedentary role with minor physical effort required; however, it may at times involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting up to 10 lbs., or similar activities (e.g., filing, delivering, sorting).
• Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
• A frequent volume of work and deadlines impose strain on a routine basis.
• Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

Position Type and Typical Hours of Work:

• Regular Full-time
• Monday-Friday 7:45 am - 4:45 pm; subject to overtime and weekend

Work Location:

• 1001 Preston St., Houston, TX 77002

Employment may be contingent on passing a drug screen and meeting other standards.Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
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