Call Center Operations Manager

• Technical Support Manager – Call Center
• Location: Dallas, Texas Onsite
• 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.

KPIs / Success Metrics

• Customer Satisfaction (ASAT/CSAT)
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Call Per Hour
• Quality Scores
• Occupancy
• Attrition & Employee Engagement
• SLA Compliance