Call Center Manager

DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a skilled Call Center Manager for our Dallas-based retail sales channel support center. You will work directly with the International Call Center Director to build and oversee the daily operations of our growing, effective, impactful retail support center. To succeed in this role, you must have excellent customer service and communication skills.

As the Call Center Manager, you will supervise daily operations and personnel, aiming for superb, confident, cordial, friendly, yet professional customer service, with maximum efficiency and cost-effectiveness. Additionally, you will ensure that technology is utilized to maximize the productivity of staff and ensure that they are effective and productive. You are an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot, and the ability to see the “big picture” and make improvements.

This is an in-office position that will report to our Richardson, Texas
International travel, 1-2 weeks per quarter
Full-time, Monday – Friday 9am – 5pm

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

• Manage the daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
• Oversee, implement, and execute quality assurance (QA) programs and assessments

• Collect, analyze, and evaluate call center statistics (call waiting and handle times, resolution rates, accuracy, costs, and other service contact metrics); prepare performance reports by summarizing data and trends
• Monitor and improve support request handling and warm and cold transfer processes
• Meet call center financial objectives by working within available budgets, tracking expenses, estimating requirements; preparing an annual budget recommendation; scheduling expenditures; initiating corrective actions
• Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; manage systems, process improvement, and quality assurance programs; evaluating and installing upgrades
• Effective at installing and maintaining equipment; developing preventive maintenance programs; calling for repairs
• Desire to become a subject matter expert on your client's business
• Manage and support onsite staff as well as remote employees as needed
• Other duties and responsibilities as assigned

Requirements

• Minimum 5 years of proven experience as call center manager or similar position
• Demonstrated competence in call center staff scheduling intricacies
• Proficient in call center equipment and software programs (call handling/routing software, CRMs, IVRs, etc.)
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures, including experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Outstanding interpersonal, oral, and written communication skills
• Ability to translate information and feedback, develop insights, and work collaboratively alongside internal sales and support colleagues as well as retail sales partner clients
• Excellent organizational and leadership skills and problem-solving abilities, along with demonstrated positive attitude and patience
• Bachelor’s degree in Business, Communications, English, or a related field
• Pertinent and related call center certifications are a plus
• International travel required
• Bilingual Spanish is preferred but not required

Computer Skills

• Proficient in Microsoft Office, Word, and Excel

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!