Call Center Manager

About the Company

FragilePAK operates as a leading U.S. oversize delivery network, serving specialty and e-commerce retailers with an order-to-door service model. Since 2004, the company has focused on dependable, damage-free, on-time deliveries and a high standard of service for both retailers and their customers. Its teams work together to keep logistics visible, accountable, and centered on customer needs, while also driving innovation and ongoing improvement in the delivery experience.

Role Overview

This is a full-time, on-site Call Center Manager position responsible for supervising the daily activity of a customer support and dispatch center. The role leads a team handling inbound and outbound calls, emails, and chats about order updates, delivery concerns, and customer questions. The manager will track performance metrics, manage staffing schedules, help ensure service-level targets are achieved, and step in on escalations. The position also includes coaching team members, giving structured feedback, reviewing call center performance data, improving processes, and working with operations, logistics, and technology teams to strengthen customer experience and workflow efficiency.

Responsibilities

• Lead a team of customer service representatives, provide process direction, and resolve escalated issues.
• Give employees prompt, constructive feedback to support performance improvement.
• Spot performance gaps and training needs, then create and deliver documented plans to raise results and meet goals.
• Carry out quality reviews, calibration sessions, and individual coaching conversations.
• Drive continuous improvement by updating processes to match changing customer expectations and business objectives.
• Make sure output levels meet company standards and customer satisfaction targets.
• Recognize trends and introduce changes needed to support goals without disrupting service levels.
• Collaborate effectively across departments and contribute in a team-based environment.
• Gather client expectations in a fully documented format from intake through final closeout.
• Collect, analyze, and present program data to improve performance across initiatives.
• Handle incidents with the aim of resolving them quickly using structured incident management methods.
• Communicate incidents clearly and tactfully in both written and verbal form.
• Coach peers in areas where you have technical or operational expertise.
• Coordinate with and manage a non-U.S.-based partner responsible for part of the call center work.
• Take on other assigned duties as needed.

Requirements

• Strong project management capability.
• Ability to manage competing demands, complex situations, and tight deadlines while keeping strong attention to detail.
• Excellent listening, training, and presentation skills.
• Strong training capability and soft skills.
• 3–5 years of relevant call center experience, including 2–3 years in management.
• Ability to work independently and prioritize multiple tasks and projects at the same time.
• Effective oral and written communication skills.
• Hands-on experience with Microsoft Office tools, including Word, Excel, and PowerPoint.
• Strong written and verbal communication ability.
• Comfortable solving problems and finding practical solutions.
• Ability to present information confidently to all levels of the organization.
• Self-motivated and able to work without close supervision.
• Excellent multitasking skills.

Additional Information

Progistics states that it is committed to equal employment opportunity for all people, regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability, or veteran status.

Workplace Details

This position is in-house and full-time, with no remote arrangement indicated.