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Call Center Coach Jobs in Texas (NOW HIRING)

Modaxo - Elovate

Call Center Supervisor

El Paso, TX · On-site

Call Center Supervisor Department Operations / Customer Support Reports To VP, Operations Location ... Conduct routine coaching, side-by-sides, and quality feedback sessions. * Reinforce performance ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX

Call Center Supervisor Department Operations / Customer Support Reports To VP, Operations Location ... Conduct routine coaching, side-by-sides, and quality feedback sessions. * Reinforce performance ...

Spay Neuter Network

Call Center Supervisor

Crandall, TX · On-site

$19 - $21/hr

The Call Center Supervisor is responsible for overseeing the daily operations of the call center ... This position provides leadership, coaching, and support to customer service representatives while ...

A-Star Heat & Air

Be Seen First

Call Center Manager

Dallas, TX · On-site

$55K - $65K/yr

We're looking for an experienced Call Center Manager to lead our Customer Service Representatives ... Lead, coach, mentor, and motivate a team of CSRs and Dispatchers * Conduct regular one-on-one ...

MCI

Call Center Supervisor

Killeen, TX · On-site

As the team coach and leader, you will be directly responsible for the performance and success of ... Manage metrics, performance criteria, policies and procedures to improve call center productivity ...

MCI

Call Center Supervisor

Killeen, TX · On-site

As the team coach and leader, you will be directly responsible for the performance and success of ... Manage metrics, performance criteria, policies and procedures to improve call center productivity ...

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Call Center Coach information

What are the key skills and qualifications needed to thrive as a call center coach?

To thrive as a Call Center Coach, you need a strong background in customer service, mentoring, and performance analysis, often supported by experience in call center operations or relevant training programs. Familiarity with call monitoring software, CRM systems, and quality assurance tools is typically required. Exceptional communication, patience, and motivational skills help a coach effectively inspire and develop call center agents. These abilities are crucial for enhancing team performance, maintaining service standards, and supporting continuous improvement within a dynamic call center environment.

What is a call center coach?

A Call Center Coach is responsible for training, mentoring, and developing call center agents to improve their performance and customer service skills. They provide feedback, conduct coaching sessions, and analyze performance metrics to identify areas for improvement. Their role is essential in maintaining high customer satisfaction and ensuring that agents meet company standards and goals. They may also assist in developing training materials and strategies to enhance overall call center efficiency.

What is coaching in a call center?

Coaching in a call center involves a supervisor or trainer providing guidance and feedback to agents to improve their communication skills, product knowledge, and customer service performance. It often includes observing calls, discussing performance metrics, and setting goals to enhance overall efficiency and customer satisfaction.

What does a call center coach do?

A typical day for a Call Center Coach involves monitoring calls or customer interactions, providing constructive feedback to agents, and conducting one-on-one or group coaching sessions to improve communication and customer service skills. Coaches often analyze performance data, identify areas for improvement, and collaborate with supervisors to develop training materials or improvement plans. You might also observe live calls, assist with onboarding new staff, and participate in team meetings to discuss strategies for achieving department goals. This mix of responsibilities provides variety in your day and allows you to directly influence the success and development of your team.

What are the most commonly searched types of Call Center Coach jobs in Texas? The most popular types of Call Center Coach jobs in Texas are:
What are popular job titles related to Call Center Coach jobs in Texas? For Call Center Coach jobs in Texas, the most frequently searched job titles are:
What job categories do people searching Call Center Coach jobs in Texas look for? The top searched job categories for Call Center Coach jobs in Texas are:
Call Center Coach jobs near you
Infographic showing various Call Center Coach job openings in Texas as of August 2026, with employment types broken down into 2% As Needed, 80% Full Time, 16% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Call Center Supervisor

Modaxo - Elovate

El Paso, TX • On-site

Full-time

Re-posted 24 days ago

Job description

Job Summary:
Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs.
Job Description:
JOB DESCRIPTION
Call Center Supervisor
Department
Operations / Customer Support
Reports To
VP, Operations
Location
El Paso, TX
Travel
Minimal
FLSA Status
Exempt (Salaried)
Role Summary
The Call Center Supervisor supports the daily operation of Elovate's centralized call center and client help desk. This role provides frontline leadership for Call Center Associates and Help Desk staff, ensuring service levels, quality standards, and client commitments are met. The Supervisor focuses on real-time performance management of Tier 1 and Tier 2 client support function, coaching, and issue resolution, while escalating broader operational risks or systemic issues to Call Center Management.
Responsibilities
Call Center Operations
  • Supervise the day-to-day activities of Call Center Associates and Help Desk staff to ensure consistent, high-quality service delivery.
  • Monitor real-time queues, call volumes, and ticket flow to support SLA attainment.
  • Support schedule adherence and notify management of coverage risks or volume anomalies.
  • Enforce established standard operating procedures and escalation paths.
  • Act as a first-level escalation point for complex or sensitive customer and client contacts.
  • Ensure team compliance with client contracts, program requirements, and applicable regulations.
Help Desk & Client Support (Tier 1 / Tier 2)
  • Oversee intake, triage, and resolution of Tier 1 support requests.
  • Ensure Tier 2 issues are clearly documented and escalated per defined procedures.
  • Track ticket status and aging, following up to prevent SLA breaches.
  • Coordinate with internal teams (Product, Operations, Field Service) to support timely resolution of client issues.
  • Communicate status updates to management on high-priority or at-risk issues.
Team Supervision & Coaching
  • Provide daily guidance, support, and direction to assigned associates.
  • Conduct routine coaching, side-by-sides, and quality feedback sessions.
  • Reinforce performance expectations tied to SLAs, quality standards, and productivity goals.
  • Assist with onboarding and training of new hires.
  • Escalate performance, attendance, or conduct concerns to management and HR as needed.
Quality Assurance & Performance Monitoring
  • Participate in call, ticket, and interaction quality reviews.
  • Identify individual performance gaps and recommend coaching actions.
  • Ensure associates follow quality and documentation standards consistently.
  • Support calibration efforts and adoption of quality initiatives.
Reporting & Communication
  • Participate in call, ticket, and interaction quality reviews.
  • Identify individual performance gaps and recommend coaching actions.
  • Contribute to supplying call center and help desk performance analysis reports.
  • Surface customer concerns, staffing concerns, or SLA threats early and propose solutions.
  • Provide operational updates to Call Center Management, including volume trends, staffing, issues, and escalations.
  • Document notable incidents, client concerns, or repeat issues.
  • Contribute to operational discussions with data and frontline insights.
Continuous Improvement
  • Contribute to cross-functional initiatives that improve customer and client experience.
  • Contribute and provide feedback to ensure onboarding and learning programs keep pace with growth.
  • Identify recurring issues or workflow inefficiencies and recommend improvements.
  • Support and contribute to rollout of new processes, tools, or program requirements.
  • Reinforce adoption of best practices and procedural updates with the team.

Requirements
  • 2-4 years of experience in a call center or customer support environment.
  • Prior experience in a lead, senior associate, or supervisory role preferred.
  • Strong working knowledge of call center metrics, SLAs, and quality standards.
  • Demonstrated coaching and people-leadership skills.
  • Ability to manage multiple priorities in a fast-paced, performance-driven environment.
  • Proficiency with call center platforms, CRM/ticketing systems, and Microsoft Office.
  • Strong communication, documentation, and problem-solving skills.

Nice to Haves
  • Experience supervising Tier 1-2 support teams or customer help desks.
  • Exposure to government services, public sector programs, compliance-driven environments, or automated traffic enforcement.
  • Familiarity with escalation frameworks and incident management.
  • Experience supporting multi-program or multi-site operations.
  • Familiarity with citation management systems or payment processing platforms.

AI & Technology
Elovate actively embraces AI tools to improve operations and service delivery and encourages the responsible use of AI tools to support daily operations and service quality.
  • Utilize AI-enabled tools for interaction review, documentation assistance, and performance insights as directed.
  • Reinforce team adherence to AI usage standards and escalation guidelines.
  • Provide feedback to management on AI tools' effectiveness and improvement opportunities.
  • Provide feedback to management on AI Tools' effectiveness and improvement opportunities.

About Elovate
Elovate, a Modaxo company, has been a trusted partner to municipalities and state agencies for over 30 years. We deliver data-driven automated traffic enforcement solutions - covering speed, red light, school zone, and work zone safety - designed to prevent dangerous driving behaviors before they lead to incidents. Our mission is simple: protect lives and create safer roads for the communities we serve. As part of Modaxo, a global collective of people-movement technology companies, we combine deep industry expertise with innovative technology to make meaningful, lasting impact.
Worker Type:
Regular
Number of Openings Available:
1

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