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 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
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
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
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
Requirements
Computer Skills
Proficient in Microsoft Office, Word, and Excel
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