Job Description

Job Description

Job Description

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. 

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

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