Position Summary:
The US-based Technical 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 - $75,000Benefits:
- 15 Days of Discretionary Leave
- 9 Paid Holidays
- Company subsidized medical/dental/vision insurance
- 401k plan with 4% employer match
- Education Reimbursement
