Job Details

The HT Group has a non-profit client in Round Rock, TX, looking for a Customer Service Supervisor who is people-focused, data-driven, and hands-on to lead daily career center operations, coach and develop staff, and ensure high-quality service delivery to job seekers and the public.

This is a fully onsite contract-to-hire role in Round Rock, TX.

Responsibilities:

• Manage the daily operations of the Career Center, including supervising Career Advisors (CAs) and supporting overall office oversight
• Conduct quality checks, review case management reports, and analyze performance data to drive service improvements
• Lead regular 1:1 meetings with direct reports to coach, address pushback, support conflict resolution, and ensure accountability
• Assist with customer escalations and provide hands-on support with face-to-face service when needed
• Attend leadership meetings and effectively communicate updates, expectations, and initiatives back to the team
• Support other supervisors as needed and help maintain an organized, compliant, and customer-focused environment

• 3+ years of management experience, including coaching staff, handling performance conversations, and holding team members accountable
• Experience with escalation management and conflict resolution in a customer-facing environment (non-profit or community-based experience preferred)
• Strong data and technology skills, including comfort navigating spreadsheets and creating reports in Word and Excel
• Ability to manage face-to-face customer interactions with empathy, creativity, and professionalism
• Bachelor's degree preferred (relevant experience may be considered in lieu of education)

All qualified applicants may apply below or send an email to ...@theHTgroup.com

HPIND