Call Center Manager
Location: Mesquite, TX
Job: Full Time
Starting Salary: $40,002.54 – $72,119.13
Cowboy Bail Bonds was built on small-town values, strong family principles, and biblical foundations—brought into the big city with one clear mission:
to help people during the most difficult moments of their lives.
We are a mission-driven organization committed to delivering structure, clarity, and stability during times of crisis.
This is a high-impact role where leadership, decision-making, and operational discipline directly affect families, outcomes, and communities every single day.
If you are seeking a true leadership opportunity—one that requires ownership, accountability, and sound judgment under pressure—this role is designed for you.
Are you a natural leader who thrives in fast-paced environments and knows how to drive results through people, process, and purpose? We’re looking for a Call Center Manager who’s ready to take charge of a dynamic team and play a key role in our mission to support families during some of life’s toughest moments. At the intersection of compassion and performance, this role offers more than just oversight—it’s an opportunity to build, lead, and inspire a high-performing team in a company with nearly 30 years of experience in the bail bond industry and ambitious plans to double in size over the next two years.
In this position, you’ll manage a portfolio of customer accounts while leading programs and systems designed to reduce delinquency and minimize loss. But it’s not just about the numbers—it’s about people. You’ll train, mentor, and motivate your team to exceed expectations and uncover every opportunity. You'll work closely with executive leadership, directly impacting the bottom line of the business.
If you’re someone who takes ownership, drives accountability, and wants to be part of a growing company with real purpose, this is your chance to lead and make a difference every single day.
Your Responsibilities:
· Proactively engage with customers to resolve missed or delayed payments—building trust, gathering future payment info, and accelerating collections through effective communication.
· Maintain clear and organized documentation of all customer interactions to enable smooth follow-up and ensure accountability across the team.
· Strategically prioritize your account portfolio to maximize recovery results—spotting early signs of delinquency and acting fast to mitigate risk.
· Lead and inspire a high-performing team by setting clear goals and driving consistent performance across daily, weekly, and monthly metrics.
· Use data-driven insights to review team performance, identify trends, and develop actionable strategies that boost results.
· Deliver monthly coaching and feedback through 1:1s, scorecard reviews, call monitoring, and real-time floor support—developing your team’s strengths and closing performance gaps.
· Facilitate team meetings and ongoing training sessions to ensure everyone stays sharp, aligned, and ready to win.
· Apply sound judgment to decision-making, ensuring compliance with company policies and industry regulations.
· Review and manage departmental policies and procedures, keeping everything current, relevant, and effective.
· Thrive in a flexible, high-energy environment with a 45+ hour workweek that may include evenings and weekends as needed.
· Manage core HR responsibilities including scheduling, approving time off, and addressing performance or conduct concerns.
· Build smart team schedules that maximize customer contact rates while supporting work-life balance for your staff.
· Resolve escalated customer issues with professionalism and poise—modeling excellent communication and empathy.
Who You Are:
· A natural leader with experience managing and growing sales teams
· Comfortable navigating issues in high-pressure situations
· Skilled at listening to calls, coaching reps, and refining workflows
· Organized, detail-oriented, and capable of owning the entire sales cycle
· Experience in high-volume or consumer-facing industries (legal, financial, or services preferred)
· Hungry for growth and excited about building something long-term
What We Offer:
Bonus opportunities based on team and individual performance
Paid time off (PTO)
Massive opportunity for advancement in a rapidly growing business
A leadership team that supports your growth and listens to your ideas
If you're ready to lead, grow, and make an impact every day, we’d love to hear from you.
Apply now and take the next big step in your career.
Job Type: Full-time
Job Type: Full-time
Pay: $40,002.54 - $72,119.52 per year
Benefits:
Work Location: In person
