Call Center Compliance Manager (US)

Job Title : Call Center Compliance Manager
Reports to : Chief Customer Officer
Location : Nacogdoches / Lufkin / Rusk / Dallas

Job Description

The Call Center Compliance Manager will be responsible for the Quality Assurance, Customer Advocate and Case Management teams. Responsibilities will include developing, coaching and managing a team of high performers to ensure all internal and external complaints are handled in a timely manner and at the level of quality expected by the business. This position will be the lead contact for the call center Complaint handling functions and provide insight and analyze trends relating to complaints and offering process improvements for areas moving forward. This position will also act as a point of contact for the wider organization involving any situation that has the potential to cause an adverse impact on our customer base or partners.


  • Ensure all complaints are resolved promptly and accurately in line with business expectations
  • Act as a final point of escalation for complainants if the Customer Advocacy Team are unable to resolve
  • Ensure all external complaints are handled in the appropriate timeframe as set for each specific complaint
  • Conduct root cause analysis for service failures, to identify trends and recommend process improvement opportunities
  • Provide weekly and monthly reporting and feedback on complaints and quality for senior management review
  • Work collaboratively with other customer service representatives, supervisors and managers to ensure that best-practices are shared
  • Act as preliminary point of contact for all customer/partner related issues
  • Manage and monitor the quality of written and verbal complaints handled by the CAT team
  • Work closely with operational areas across the wider business (including Marketing, Account Management etc) to handle any potential customer related issues
  • Consult with the management team on innovative ways to provide solutions to quality issues

Skills & Requirements


  • Bachelor’s degree or certification in a related field; or equivalent work experience
  • At least 3 years combined experience of managing complaint in a call center environment
  • Advanced skills in MS Word, Excel and PowerPoint

Desired skills

  • Familiarity with federal regulations that govern contact centers such as the Telephone Consumer Protection Act (TCPA) and the Telemarketing Sales Rule (TSR) as well as state rules regarding telemarketing
  • Ability to drive results and lead teams to excellence
  • Excellent oral and written communication skills
  • Strong analytical and multi-tasking skills
  • Ability to work with minimal direction
  • Demonstrated success in navigating changing priorities
  • Outstanding presentation ability

In return we offer

  • Competitive compensation and benefits
  • Career development and advancement opportunities
  • Friendly, open and team oriented work atmosphere
  • 401(k) plan with a company match

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