Contact Center ManagerDSI Systems • Richardson, TX, US
Contact Center Manager
DSI Systems • Richardson, TX, US
13 days ago
Job type
- Full-time
Job descriptionOversee the performance and compliance of third-party vendor partners, ensuring alignment with contractual service level agreements (SLAs) and key performance indicators (KPIs). Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality. Partner with internal stakeholders (e.g., Finance, Compliance, Training, Customer Experience) to support vendor-related initiatives and resolve escalations. Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals. Analyze vendor data to identify trends, risks, and opportunities for improvement, and provide actionable insights to leadership. Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis. Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies. Oversee, implement, and execute quality assurance (QA) programs and assessments Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs; evaluating and installing upgrades Other duties and responsibilities as assigned Minimum 5 years of proven experience as a call center manager or similar position Minimum of 3 years of experience in vendor management, outsourcing, or a related operations leadership role Proficient in call center equipment and software programs (call handling / routing software, CRMs, IVRs, etc.) Knowledge of performance evaluation and customer service metrics 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 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 Contact 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 Contact 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
Contact Center Manager • Richardson, TX, US
Related jobs
A company is looking for a Contact Center Manager to oversee and optimize daily operations of the Canadian contact center.
Key Responsibilities Lead and develop the Canadian Contact Center team to...Show more A company is looking for a Senior Manager, Contact Center Operations.Key Responsibilities Build and sustain a high-performance culture by setting clear goals and enforcing accountability Work wi...Show more A company is looking for a Cloud Contact Center Implementation Specialist to design, implement, and manage cloud-based contact center solutions.
Key Responsibilities Translate business requirement...Show more A company is looking for a Call Center Operations Manager.Key Responsibilities Lead implementation and planning for operational readiness Oversee cross-functional coordination and stakeholder co...Show more 
Call Center Operations Manager.Your focus will be to manage a team of 4 Supervisors and 40-60 customer service representatives.
The ideal candidate will be able to create and cultivate a culture tha...Show more
Assistant Manager - Contact Center.AXS connects fans with the artists and teams they love.Each year we sell millions of tickets to thousands of incredible events from concerts and festivals to spo...Show more A company is looking for a Contact Center Operations Analyst I.Key Responsibilities Gather, analyze, and interpret contact center data to prepare reports for leadership Identify operational impr...Show more A company is looking for a Manager, Contact Center Operations.Key Responsibilities Build and sustain a high-performance culture by setting clear goals and enforcing accountability Coach and deve...Show more 
Join a pre-IPO startup with capital, traction and runway ($240M funded | 40X revenue growth in 4 years | $2T market size).
Work closely with brilliant leaders and team mates from companies like McKi...Show more A company is looking for a Contact Center Supervisor to lead a team of claims customer service representatives in a remote setting.
Key Responsibilities Lead and inspire a team of Claims Customer ...Show more 
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 more
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 more A company is looking for a Manager, Contact Center Operations.Key Responsibilities Build and sustain a high-performance culture by setting clear goals and enforcing accountability Work with team...Show more Join a pre-IPO startup with capital, traction and runway ($240M funded | 40X revenue growth in 4 years | $2T market size).
Work closely with brilliant leaders and team mates from companies like McKi...Show more A company is looking for a Project Manager with Call Center Experience.Key Responsibilities Lead implementation planning and operational readiness oversight Coordinate projects across various fu...Show more A company is looking for a Service Center Assistant Manager (Call Center).Key Responsibilities Manage and supervise call center operations and staff, ensuring quality service Coach and train age...Show more 
Assistant Manager - Contact Center.AXS connects fans with the artists and teams they love.Each year we sell millions of tickets to thousands of incredible events from concerts and festivals to spo...Show more 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 more
Contact Center Manager
VirtualVocations • Irving, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Senior Manager, Contact Center Operations
VirtualVocations • Irving, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Cloud Contact Center Specialist
VirtualVocations • Irving, Texas, United States
Full-time
Last updated: 1 day ago • Promoted
Call Center Operations Manager
VirtualVocations • Mesquite, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Call Center Operations Manager - 1178924
Lehman Consulting and Recruiting • Addison, TX, US
Full-time
Last updated: 30+ days ago • Promoted
AXS _Assistant Manager - Contact Center
AXS • Frisco, TX, US
Full-time
Last updated: 30+ days ago • Promoted
Contact Center Operations Analyst
VirtualVocations • Grand Prairie, Texas, United States
Full-time
Last updated: 1 day ago • Promoted
Contact Center Operations Manager
VirtualVocations • Carrollton, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Manager, Contact Center Operations
Jerry.ai • Dallas, TX, US
Part-time
Last updated: 30+ days ago • Promoted
Contact Center Supervisor
VirtualVocations • Grand Prairie, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Contact CenterManager
Valor VIP • Addison, TX, US
Full-time
Last updated: 30+ days ago • Promoted
Contact CenterManager
MCI • Addison, TX, US
Full-time
Last updated: 30+ days ago • Promoted
Manager of Contact Center Operations
VirtualVocations • Mesquite, Texas, United States
Full-time
Last updated: 15 hours ago • Promoted • New!
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry.ai • Dallas, TX, US
Part-time
Last updated: 30+ days ago • Promoted
Call Center Project Manager
VirtualVocations • Irving, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
Call Center Assistant Manager
VirtualVocations • Irving, Texas, United States
Full-time
Last updated: 30+ days ago • Promoted
AXS _Assistant Manager - Contact Center
AEG Worldwide • Frisco, TX, US
Full-time
Last updated: 7 days ago • Promoted
Contact CenterClient Services Manager
MCI • Addison, TX, US
Full-time
Last updated: 30+ days ago • Promoted