Department: Technical Support / Operations Reports To: Director of Operations / Senior Operations Manager Role Overview We are seeking an experienced and results-driven Technical Support Manager to lead a high-performing call center team in Dallas. This role will be responsible for managing day-to-day operations of technical support agents, ensuring service excellence, meeting SLAs/KPIs, and driving continuous improvement in customer experience. Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality. The ideal candidate will have strong leadership skills, deep understanding of technical troubleshooting environments, and a proven record of managing large support teams in a fast-paced contact center setting. Key Responsibilities Lead, mentor, and develop a team of Team Leads and Technical Support Representatives. Drive performance management through coaching, feedback, and career development plans. Build a positive work culture focused on engagement, accountability, and continuous improvement. Manage workforce planning, scheduling, and shrinkage control. Manage attrition and should be able to provide RAG analysis. Oversee day-to-day call center operations (voice & chat support). Ensure adherence to SLAs such as AHT, ASAT/CSAT, FCR, Calls per Hour and Quality scores and schedule/line adherence. Monitor real-time operations and take corrective actions when needed. Act as a primary point of contact for stakeholders and present performance reports. Partner with Support functions (QA, Training, Hiring, etc.) to improve customer experience. Ensure team capability in troubleshooting technical issues. Ensure adherence to company policies and regulatory requirements. Prior experience with Workforce Management (WFM) or Real-Time Adherence (RTA) — really important to meet occupancy guidelines. Required Qualifications Bachelor’s degree in business, IT, or related field (or equivalent experience). 5+ years of experience in technical support/contact center operations. 3+ years in leadership/manager role managing teams of 50+ agents. Experience with KPIs such as CSAT, AHT, FCR, and Quality metrics. Strong understanding of call center tools (CRM, ticketing tools, WFM tools). Excellent analytical and communication skills. Preferred Qualifications Experience managing L1/L2 technical support teams. Knowledge of ITIL framework or relevant certifications. Experience in BPO/outsourcing environments. Exposure to automation tools or AI chatbots. Six Sigma / Lean certification is a plus. #J-18808-Ljbffr
...Lace Up as a Nike Retail AssociateAs a Nike Retail Associate, you bring the Just Do It mindset to life. You serve like a pro to help our consumers discover the product that inspires them from living rooms to locker rooms to move, dream, and dare. Youre in the...
Gwinnett Place Honda Location: 3325 Satellite Blvd, Duluth, Georgia 30096 Summary: Responsible for moving and cleaning vehicles. The Porter will perform various tasks and errands for the dealership. Supervisory Responsibilities: This job has no direct supervisory...
...half day preschool M-F and I pick her up at noon. My youngest goes Fridays only since the school does not allow full weeks until 2yrs. I've gotten help from a high school student during the summer but now that school is back, I really need help with the mornings. Grandparents...
...Job Title: Corporate Finance ManagerPosition Type: Full-Time, RemoteWorking Hours: U.S. client business hours (with flexibility for month... ...tracking, and capital structure management.Partner with banks and investors on financing strategies.ReportingDeliver monthly...
...SummarySupport interior designers in delivering luxury residential and commercial design services within the St. Louis gallery. Assist across the project lifecycle including client consultations, site visits, design development, presentations and final delivery. Produce...