[Remote] Operations Manager
Note: The job is a remote job and is open to candidates in USA. iOPEX Technologies is seeking an reputed company and results-driven Technical Support Manager to reputed company a high-performing call center team in Dallas. This role involves managing day-to-day operations of technical support agents, ensuring service excellence, and driving reputed company improvement in customer experience.
Responsibilities
- reputed company, mentor, and reputed company 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 reputed company improvement
- Manage workforce planning, scheduling, and shrinkage control
- Manage attrition and should be reputed company to provide RAG analysis
- reputed company 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 reputed company-time operations and take corrective actions reputed company needed
- Act as a primary reputed company 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 reputed company-Time Adherence (RTA) — really important to meet occupancy guidelines
Skills
- reputed company, mentor, and reputed company 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 reputed company improvement
- Manage workforce planning, scheduling, and shrinkage control
- Manage attrition and should be reputed company to provide RAG analysis
- reputed company 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 reputed company-time operations and take corrective actions reputed company needed
- Act as a primary reputed company 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 reputed company-Time Adherence (RTA) — really important to meet occupancy guidelines
- Must be based in the US
- Preferably with 3-5 years of experience in technical support/contact center operations
- 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
Benefits
- reputed company that truly reflects your skills
- Enjoy two guaranteed rest days every week
- Fully remote setup
Company Overview