Call Center Manager
DSI SystemsRichardson, TX, US25 days ago
Job type
- Full-time
Job descriptionManage 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 Meet call center financial objectives by working within available budgets, tracking expenses, estimating requirements; preparing an annual budget recommendation, scheduling expenditures; initiating corrective actions Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; manage systems, process improvement, and quality assurance programs; evaluating and installing upgrades Effective at installing and maintaining equipment; developing preventive maintenance programs; calling for repairs 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 Minimum 5 years of proven experience as a call center manager or similar position Demonstrated competence in call center staff scheduling intricacies Proficient in call center equipment and software programs (call handling / routing software, CRMs, IVRs, etc.) Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures, including experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.) Outstanding interpersonal, oral, and written communication skills Ability to translate information and feedback, develop insights, and work collaboratively alongside internal sales and support colleagues, as well as retail sales partner clients Excellent organizational and leadership skills and problem-solving abilities, along with a demonstrated positive attitude and patience Pertinent and related call center certifications are a plus International travel required Proficient in Microsoft Office, Word, and Excel Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period 401k Plan with employer matching Paid vacation, personal / sick days, and bereavement time Employee Profit Sharing Program 50% AT&T wireless discount Paid training Advancement opportunities, we prefer to promote from within!
Job Description
Job Description
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.
- This is an in-office position that will report to our Richardson, Texas
- International travel, 1-2 weeks per quarter
- Full-time, Monday – Friday 9am – 5pm
- On call one weekend per month
About DSI
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 solutions—all 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 markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities
Requirements
Benefits
Create a job alert for this search
Call Center Manager • Richardson, TX, US
Related jobs
A company is looking for a Contact Center Supervisor with Security Clearance.Key Responsibilities Lead and support a team of 100 Contact Center Agents and 5 Senior Agents Monitor workload distri...Show moreLast updated: 30+ days ago A company is looking for a Manager of Customer Service Operations.Key Responsibilities Oversee day-to-day operations of the centralized contact center to ensure high-quality customer service Des...Show moreLast updated: 1 day ago A company is looking for a Senior Manager, Contact Center Operations.Key Responsibilities Build and sustain a high-performance culture by setting goals and tracking agent performance Develop age...Show moreLast updated: 30+ days ago 
Experienced Call Center Manager.MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.With a commitm...Show moreLast updated: 30+ days ago
The Data Center Manager (DCM) will be responsible for overseeing all aspects of data center and building operations across 4 sites including, 24x7 staffing, facility infrastructure testing and prev...Show moreLast updated: 22 days ago
Contact Center Operations Supervisor.Job Title : Contact Center Operations Supervisor.Reports To : Contact Center Manager.
Location Address : 3400 N Central Expy, Richardson, TX, 75080.Work Type : Hybri...Show moreLast updated: 30+ days ago Experienced Operations Supervisor.MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.With a commi...Show moreLast updated: 30+ days ago A company is looking for a Healthcare Call Center Manager.Key Responsibilities Oversee daily operations of the outbound call center, managing team leaders and agents focused on Medicare Advantage...Show moreLast updated: 2 days ago Call Center Client Account Manager III.MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.With a ...Show moreLast updated: 30+ days ago 
Call Center Client Account Manager.Benefits & Perks : Management : Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement.Application Deta...Show moreLast updated: 30+ days ago Call Center Client Account Manager II.MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.With a c...Show moreLast updated: 30+ days ago 
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 3 days ago Experienced Operations Supervisor.MCI is a leading business process outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.With a commi...Show moreLast updated: 30+ days ago A company is looking for a Healthcare Call Center Team Lead.Key Responsibilities Lead a team of 12-20 outbound call center agents to ensure exceptional service delivery Monitor performance metri...Show moreLast updated: 2 days ago MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago 
MANAGEMENT : Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement.
No Resume Required, On-site Interview.MCI is a leading Business Proce...Show moreLast updated: 3 days ago MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on...Show moreLast updated: 30+ days ago
- Promoted
Contact Center Supervisor
VirtualVocationsDallas, Texas, United StatesFull-time
- Promoted
Manager of Customer Service Operations
VirtualVocationsCarrollton, Texas, United StatesFull-time
- Promoted
Senior Manager, Contact Center Operations
VirtualVocationsCarrollton, Texas, United StatesFull-time
- Promoted
Experienced Call CenterManager
Valor VIPAddison, TX, USFull-time
- Promoted
Manager, Data Center Operations
TierPointAllen, TX, USFull-time
- Promoted
Contact Center Operations SupervisorNewTXC187 Support Call Center
Service ExpertsRichardson, TX, USFull-time
- Promoted
Experienced Call CenterOperations Supervisor
Valor VIPAddison, TX, USFull-time
- Promoted
Medicare Outbound Call Center Manager
VirtualVocationsCarrollton, Texas, United StatesFull-time
- Promoted
Call Center Client Account Manager III
Valor VIPDallas, TX, USFull-time
- Promoted
Call Center Client Account Manager III
MCIDallas, TX, USFull-time
- Promoted
Call Center Client Account Manager II
MCIDallas, TX, USFull-time
- Promoted
Call Center Client Account Manager III
ValorVIPDallas, TX, United StatesFull-time
- Promoted
Experienced Call CenterOperations Supervisor
MCIAddison, TX, USFull-time
- Promoted
Healthcare Call Center Team Lead
VirtualVocationsDallas, Texas, United StatesFull-time
- Promoted
Contact CenterManager
Valor VIPAddison, TX, USFull-time
- Promoted
Call Center Client Account Manager II
Valor VIPDallas, TX, USFull-time
- Promoted
Contact CenterManager
MCIAddison, TX, USFull-time
- Promoted
Call Center Client Account Manager II
MCI CareersDallas, TX, United StatesFull-time
- Promoted
Contact CenterClient Services Manager
Valor VIPAddison, TX, USFull-time
- Promoted
Contact CenterClient Services Manager
MCIAddison, TX, USFull-time