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Customer Care Center Manager

Hurst, TX

Career Area: Corporate
Job Type: Full Time

Position Title: Customer Care Center Manager

Department: Owned & Operated

Status: Full Time

Reports to: Internal Operations Manager


Position Purpose

The Customer Care Center Manager will oversee both outbound and inbound call center operations for the Owned & Operated department. This role will supervise and train representatives to deliver outstanding customer service in a timely and professional manner via telephone or electronically.


Position Responsibilities/Duties/Functions/Tasks

    Supervise and coordinate activities of the call center 

    Manage all outbound text and email campaigns in conjunction with the Do It For Me Program 

    Practice and ensure compliance with all the organization’s policies and procedures

    Observe and evaluate staff’s performance

    Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

    Communicate with offices and field team to resolve problems as needed

    Additional duties as required


Position Qualifications

    Proven call center management experience 

    Experience in customer service, performance evaluation, and budgeting procedures

    Outstanding communication skills, both verbal and written

    Strong organizational skills and problem-solving ability

    Microsoft Office experience preferred


Physical Demands and Work Environment

Position requires working at a desk at the corporate office for periods of time up to eight hours.


Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions.  While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, or technological developments).


Liberty Tax Service is an equal opportunity employer.




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We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, or any other characteristic protected by law.