Call Center Manager

Position Summary: The US-based Call Center Manager oversees the overall operations of the technical support call center, ensuring alignment with client objectives and efficient team performance. This role requires strong leadership, problem-solving, and technical management skills. The Manager will also play a key role in shaping the strategic direction of the support center, implementing best practices, reporting, and driving continuous improvement.

Key Responsibilities:

• Manage day-to-day call center operations, including scheduling, performance monitoring, reporting, escalation, and process optimization
• Serve as the primary point of contact for client communications and reporting, ensuring transparency and trust
• Develop and implement operational strategies to meet service level agreements (SLAs) and key performance indicators (KPIs), focusing on customer satisfaction and issue resolution
• Train, mentor, and evaluate team leads and staff to ensure a high-performing work environment, fostering a culture of excellence and collaboration
• Analyze operational data to identify trends, anticipate challenges, and develop proactive solutions to enhance efficiency
• Handle escalated technical issues, providing guidance to staff and ensuring prompt resolution of customer concerns
• Collaborate with clients to understand their needs and adapt support processes to align with business goals
  
  

Qualifications:

• Bachelor’s degree in Business Administration, IT Management, or related field (preferred)
• 5 years of experience in technical support call center management, with a proven track record of success
• Tier 2 technical skillset required. Ability to solve problems that the team may struggle with
• Familiarity with Connectwise Manage, Ninja RMM, browser troubleshooting preferred
• Strong interpersonal and communication skills, with the ability to build relationships across teams and with clients
• Proficiency in other workforce management tools, CRM systems, and troubleshooting methodologies
• Demonstrated ability to lead and inspire a diverse team in a fast-paced environment
  
  

Salary Range: $60,000 - $75,000

Benefits:

• 15 Days of Discretionary Leave
• 9 Paid Holidays
• Company subsidized medical/dental/vision insurance
• 401k plan with 4% employer match
• Education Reimbursement
  
  

Powered by JazzHR

grnQJfQ9g6