Call Center Manager Job at PEAKE Technology Partners, LLC, Bowie, MD

S2JiM2x5dTRFdUNSdCtDL2xFU1FhaUxjVGc9PQ==
  • PEAKE Technology Partners, LLC
  • Bowie, MD

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. 
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

Job Tags

Holiday work,

Similar Jobs

Orangeburg County Schools

Sports Medicine Teacher Lake Marion Technology Center Job at Orangeburg County Schools

 ...Description: 2020-2021 Sports Medicine Teacher Job Summary: To provide appropriate...  .... Must be certified in South Carolina in Health Science or a related field or any high...  ...Application Procedure: Apply Online Selection Procedure: Attachment... 

Aluma Care

RBT Registered Behavior Technician - Herington Kansas Job at Aluma Care

 ...Opportunity for Registered Behavior Technician (RBT)! Aluma Care is looking for an experienced Registered Behavior Technician (RBT) to join our team! We are a passionate ABA company dedicated to transforming lives through evidence-based practices. Our culture fosters... 

Allied Universal®

Security Guard - Allied Universal​ Job at Allied Universal®

 ...Job Description Company Overview: Allied Universal, North Americas leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part... 

Lebanon Center

Nurse-LPN MDS Coordinator Job at Lebanon Center

 ...Job Description Overview: Lebanon Center Has A Full-Time LPN Clinical Reimbursement Coordinator (MDS) Opportunity! Bonus Eligible Competitive Wages and Opportunity for Internal Advancement! At Genesis Healthcare, we are dedicated to improving the lives... 

One Robert Wood Johnson Place

RN Hiring Event Registration Application Job at One Robert Wood Johnson Place

 ...Registered Nurse (RN) Hiring Event December 17, 2025 Robert Wood Johnson University Hospital New Brunswick, NJ 1 Robert Wood...  ..., Partner Discounts and much more!) What to expect: On-the-spot Interviews with our Hiring Leaders Learn about our available...