Technical Service Manager

3 weeks ago


Houston, United States CSAT Solutions Full time

**Technical Service Manager**

**Location:** Houston, TX

**Job ID:** 1553279

**Shift Hours:** Monday - Friday: 8:00am-5:00pm

**Department:** Call Center

CSAT Solutions has always emphasized that outstanding people are the key to our success. We know that outstanding candidates are looking for challenging career opportunities. If you are a highly motivated individual with an entrepreneurial spirit, CSAT Solutions may have a career for you. We invite you to explore the current opportunities available at CSAT Solutions.

We are currently seeking qualified candidates to fill the role of a ***Technical Service Manager***

**Role and Responsibilities**

* Coordinates and manages daily work flow in customer call center

* Communicates with client and internal management teams to resolve daily issues relating to the operations repair lines

* Responsible for managing and ensuring resolution of customer, client and internal escalations

* Establishes KPI's to measure team and program success

* Verifies accuracy of information received and sent by personnel

* Manages staff conducting troubleshooting laptops to help duplicate systems

* Responsible for daily management of personnel, including; counseling, performance, attendance, etc.

* Attends management meetings to provide daily updates on call center metrics

* responsible for training and development for call center personnel

* performs interviews and participates in the decision process of new hires

* Completes ad-hoc reporting as necessary

* Develops and implements process improvements for call center

* Provides daily communication of work flow and escalations to internal management teams

* Conducts conference calls with Customers management team

* Assists with other projects as directed by the production manager

**Education, Training and Skills**

* Bachelors degree in Business or Manufacturing Management, or other related field

* Minimum 2 years in a customer service supervisor or managerial role

* Must have excellent communication & team building skills

* Experience communicating using various methods with all levels of management and customers

* Experience utilizing MS Office (Advanced Excel, Work, Outlook, PowerPoint)

* Experience working with a Warehouse Management System (WMS), File Maker pro preferred

* Knowledge of call center process and call center work flow

* Ability to work with minimal supervision

*CSAT Solutions LP is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age or other legally protected status*



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