Call Center Manager

Bowie, MD

Full Time

Support Services

Mid Level

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

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Call Center Manager

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