Call Center Manager

Call Center Manager

DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a skilled Call Center Manager for our Dallas-based retail sales channel support center. You will work directly with the International Call Center Director to build and oversee the daily operations of our growing, effective, impactful retail support center. To succeed in this role, you must have excellent customer service and communication skills.

As the Call Center Manager, you will supervise daily operations and personnel, aiming for superb, confident, cordial, friendly, yet professional customer service, with maximum efficiency and cost-effectiveness. Additionally, you will ensure that technology is utilized to maximize the productivity of staff and ensure that they are well-effective and productive. You are an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot, and the ability to see the "big picture" and make improvements.

Remote position, United States

International travel, 1-2 weeks per quarter

Full-time, Monday Friday 9am 5pm

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutionsall designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of marketsincluding mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Unitsempowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities :

• Manage the daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
• Oversee, implement, and execute quality assurance (QA) programs and assessments
• Collect, analyze, and evaluate call-center statistics (call waiting and handle times, resolution rates, accuracy, costs, and other service contact metrics); prepare performance reports by summarizing data and trends
• Monitor and improve support request handling and warm and cold transfer processes
• Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs
• Desire to become a subject matter expert on your client's business
• Manage and support onsite staff as well as remote employees as needed
• Other duties and responsibilities as assigned