Technical Call Center Manager

Company: PEAKE Technology Partners, LLC
Location: Bowie
Posted on: February 4, 2025

Job Description:

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 Leave9 Paid HolidaysCompany subsidized medical/dental/vision insurance401k plan with 4% employer matchEducation ReimbursementPowered by JazzHRCompensation details: 60000-75000 Yearly SalaryPI25686e884e47-25660-36531630

Keywords: PEAKE Technology Partners, LLC, Towson , Technical Call Center Manager, Executive , Bowie, Maryland