Shared Services Call Center Manager- Remote US Based

MODE Global is the 5th largest truckload broker and largest non-asset intermodal provider in North America. With over 200 agents/offices distributed from coast to coast, MODE Global operates under a family of businesses and brands, delivering as a premier full-service solutions provider to the logistics industry.

Job Title: Partner Support Hub Manager/Customer Experience Operations Manager

Location: Remote (Dallas, TX)

Reports To: Director – Shared Services

Job Summary:

The Partner Support Hub Manager will oversee daily call center operations, supervise staff, and ensure adherence to policies to meet customer service and performance goals. This role requires a combination of strong leadership, communication, customer satisfaction, and strong organizational capabilities. The Partner Support Hub Manager works closely with the sales, finance, and operations teams to enhance customer experience.

Key Responsibilities:

• Operational Management:
  • Supervise daily operations, manage call volume and routing, and ensure compliance with company policies and industry regulations.
  • Continuously review and update policies to align with changing industry standards and company objectives.
• Team Leadership:
  • Oversee offshore team, train, coach call center specialists; provide feedback, foster a positive and productive work environment
• Performance Monitoring:
  • Develop KPIs to track key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction to identify areas of improvement.
• Reporting and Analysis:
  • Collect and analyze call center data to create reports for upper management, identify trends, and make data-driven decisions.
  • Cross-functional collaboration to align call center operations with business goals.

Required Qualifications:

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field or equivalent experience.
• 3+ years managing high volume call centers with workforce management
• Excellent understanding of technology, software applications, and phone and computer systems to allocate calls/skills
• Advanced customer focus and customer service skills
• Ability to work under pressure, prioritize tasks, and manage multiple responsibilities effectively.

Desired Skills:

• Strong leadership skills and ability to work cross-functionally.
• Problem-solving mindset and attention to detail.

Working Conditions:

• Remote environment with potential for occasional travel.
• Full-time position, with occasional extended hours depending on deadlines or project needs.

At MODE, we’re dedicated to providing our employees with a working environment where they can flourish professionally and personally. You can expect an inclusive and supportive workplace where people help each other succeed. Our benefits package is exceptional, including medical, dental, and vision with flexible time off policies. We believe in the future of our employees, so we offer a generous match to your 401k plan. With locations all across the United States, you can join us in providing transportation and logistics solutions to our customers.

MODE Global is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.