Salary: $88,878.40 - $135,678.40 Annually
Location : Houston, TX
Job Type: Full-Time
Job Number:
Department: Call Center
Opening Date: 07/20/2026
Closing Date: 7/25/2026 11:59 PM Central

Position Description

Supervises Customer Service Representatives (CSRs) to ensure optimum utilization of services and equipment. Interfaces with the public and corporations utilizing the system, and with other county departments. The primary duty of the employee in the position allocated to this class is to spend a major portion of the time communicating with, motivating, training, and evaluating employees, planning and directing their work; having the authority to recommend transfers, suspensions, promotions, discharges, reassignment, rewards or discipline for subordinate employees. Responsible for overall establishment of customer service and overall daily functions of the EZ TAG Services call centers with an emphasis on high level of customer satisfaction by ensuring quality customer service in the resolving of customer needs.

Duties and Responsibilities:

• Supervises call center functional areas that include telephone and customer services, secretarial services, security, and mail service through subordinate supervisors or staff.
• Responsible for all call center operations and directs the work of employees to ensure maximum use of time and resources.
• Makes recommendations concerning staffing and other operational matters.
• Plans workload, workflows deadlines, work objectives, and time utilization with employees.
• Evaluates employees through establishing evaluation criteria and responsibilities and meeting regularly with employees to ensure the pre-established criteria are met.
• Responsible for reports and supporting documentation of call centers' daily and monthly activities.

Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements

Education and Experience:

• High School diploma or GED.
• Two (2) to four (4) years of experience in customer service, public interaction, or a call-center environment, including one (1) to two (2) years in a supervisory or team lead role.
• Associate's degree (Preferred)

Knowledge, Skills, and Abilities:

• Knowledge of Electronic Toll Collection operations and procedures.
• Knowledge of supervisory principles and techniques.
• Knowledge of basic arithmetic.
• Excellent communication (written and verbal) and interpersonal skills.
• Strong customer service skills.
• Good analytical and organization skills.
• Working knowledge of personal computers and related software; Microsoft Office.
• Skill in typing, data entry.
• Excellent coaching, motivating, practical judgment, and organizational skills.
• Multi-tasking capabilities; ability to think logically, manage time, be flexible, and operate in a goal-oriented manner.
• Ability to exercise tact and to handle calls in a fast, courteous and efficient manner.
• Ability to speak clearly, correctly, and to listen effectively.
• Ability to effectively supervise and manage others.
• Ability to establish and maintain effective working relationships with others.
• Typing speed/data entry speed at least 40 correct words per minute.
• Excellent telephone and verbal communication skills.

Physical Demands:
The position frequently requires stooping or bending. Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE:Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

General Information

Position Type and Typical Hours Work:

• This is a management position with direct reports.
• The call center is open to the public during regular business hours and Saturday to accommodate customers who work throughout the week.
• Typical work week hours are Monday through Friday 8:00am to 4:30pm

Work Environment:

• There are no major sources of discomfort.
• A normal office environment with acceptable lighting, temperature, and air conditions is provided.

Reporting Relations:
Reports To Position: Assistant Director for Customer Service
Supervises Positions: Call center team including assistant managers, supervisors, leads, and customer service representatives.
Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.


Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical
• Dental
• Vision
• Wellness
• Life Insurance
• Long-term Disability
• Employee Assistance Program
• 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
• 10 county holidays plus one (1) floating holiday
• Professional Development Opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan
• Retirement pension (TCDRS)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County benefits website:
01

Do you possess a high school diploma or G.E.D. equivalent from an accredited institution?

• Yes
• No

02

How many years of experience do you have in a call center or contact center environment?

• None
• 1 - 2 years
• 3 - 5 years
• 6 - 10 years
• 10 or more years

03

How many years have you managed multiple call center locations?

• None
• 1 - 2 years
• 3 - 5 years
• 6 - 10 years
• 10 or more years

04

How many call center locations have you directly overseen?
05

What is the largest combined team size you've managed across all locations?
06

Do you hold any professional certifications in customer service, management, or call center operations?

• Yes
• No

07

Do you possess a valid Texas driver's license?

• Yes
• No
• I possess a valid license from another state and will obtain a Texas license upon hire
• No, but I am willing to obtain one upon hire

08

Do you currently require sponsorship to work legally in the United States?

• Yes
• No

Required Question