{"id":3186436,"url":"https://alion.io/job/briljent-call-centeroffice-manager","title":"Call Center/Office Manager","company":{"id":6701,"name":"Briljent","domain":"briljent.com","url":"https://alion.io/company/briljent","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Jackson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":72000,"period":"year","method":"role_country_seniority_unknown","sample_n":11684},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-23T23:57:52Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T09:42:21Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Briljent is seeking an experienced and customer-focused Call Center Manager / Office Manager to oversee daily call center and office operations in Jackson, Mississippi. This role is responsible for leading the call center team, supporting consistent and high-quality customer service, monitoring operational performance, addressing escalated issues, and ensuring efficient day-to-day office operations.\nThe ideal candidate is a hands-on leader who is comfortable coaching employees, managing competing priorities, solving problems in real time, and stepping in to support call center operations when needed.\nEssential Duties and Responsibilities\nCall Center Management\nLead and oversee the daily activities of the call center team.\nProvide day-to-day direction, coaching, and support to Call Center Agents.\nMonitor call center workflow and ensure appropriate coverage to meet operational needs.\nMonitor performance against established expectations, including call quality, response time, accuracy, and customer satisfaction.\nReview call quality and customer interactions to identify coaching and training opportunities.\nHandle escalated or complex customer issues and support employees in resolving difficult situations.\nPromote consistent, professional, and customer-focused communication across the team.\nEnsure customer interactions are documented completely and accurately in appropriate systems.\nIdentify trends, recurring issues, and opportunities to improve call center processes and the overall customer experience.\nWork with project leadership to communicate operational issues, staffing concerns, and service needs.\nSupport onboarding and training of new Call Center Agents.\nLead team meetings, provide operational updates, and reinforce policies, procedures, and performance expectations.\nStep in to handle inbound or outbound calls during periods of high volume or as operationally necessary.\nOffice Management & Administrative Support\nOversee the day-to-day administrative operations of the Jackson office.\nMaintain an organized, professional, and efficient office environment.\nCoordinate routine office needs, supplies, equipment, documentation, and administrative activities.\nPrepare reports, spreadsheets, correspondence, and other operational documentation.\nMaintain accurate records and ensure required documentation is completed in a timely manner.\nAssist with administrative and operational requests from project leadership.\nEnsure confidential and sensitive information is handled appropriately.\nPerform additional responsibilities as assigned.\nRequirements\nHigh school diploma or equivalent; associate or bachelor's degree preferred.\n3+ years of call center, customer service, or related operations experience.\n1+ year of leadership, supervisory, team lead, or call center management experience preferred. \nDemonstrated ability to coach, support, and provide direction to employees.\nStrong customer service and conflict-resolution skills.\nStrong verbal and written communication skills.\nExcellent organizational skills with a high degree of accuracy and attention to detail.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong computer skills and ability to work across multiple systems simultaneously.\nProficiency with Microsoft Office, particularly Word, Excel, Outlook, and Teams.\nStrong analytical, problem-solving, and decision-making skills.\nAbility to work independently while effectively leading and collaborating with a team.\nPreferred Qualifications\nPrevious experience supervising a call center or customer service operation.\nExperience with call monitoring, quality assurance, performance metrics, and employee coaching.\nExperience in healthcare, Medicaid, government programs, or another highly regulated environment.\nExperience managing or coordinating office operations.\nBilingual English/Spanish skills are a plus.\nOther Information\nBriljent is committed to a diversified workforce, creating an inclusive workplace for all employees.\nMust be eligible to work in the United States. No sponsorships are available currently.\nPhysical Requirements & Environmental Conditions: An employee must meet these physical demands to successfully perform the essential functions of this job. Employee is regularly required to talk or hear, sit, stand, and utilize technology tools such as a laptop computer for extended periods of time. Specific vision abilities include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nBriljent is a solutions-based company. Solutions come from creative ideas; ideas come from being creative with differences. Briljent believes diversity and inclusion are critical to the success of the company. Employment at Briljent is based on merit and professional qualifications. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, marital status or any other basis protected by federal, state or local law, regulation or ordinance.","description_format":"text","description_chars":5137,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Corporate Training"],"lifecycle":[{"event":"open","at":"2026-10-23T23:57:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":19,"reasons":["conf:0","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/briljent-call-centeroffice-manager","json_url":"https://alion.io/job/briljent-call-centeroffice-manager.json","meta":{"generated_at":"2026-10-26T11:16:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15172,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6701},"rest":"https://alion.io/mcp/rest/get_company?id=6701"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbriljent-call-centeroffice-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbriljent-call-centeroffice-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbriljent-call-centeroffice-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/briljent-call-centeroffice-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbriljent-call-centeroffice-manager"}]}