Technical Support Operations Manager

3 weeks ago


Kansas City, Missouri, United States Conexon, LLC Full time
Company Overview: Conexon, LLC is a leading provider of rural fiber-optic networks and broadband solutions. We aim to transform internet access in underserved communities nationwide, leveraging high-speed internet to drive growth, enhance education, and improve quality of life.

Job Summary: We seek an experienced Call Center Manager to lead our technical support center, focusing on delivering exceptional customer service, managing technical service quality, and optimizing operational efficiency. The ideal candidate will excel at monitoring and managing KPIs, fostering a high-performance culture, and ensuring our technical support meets the highest standards.

Key Responsibilities:
  • Manage and oversee daily call center operations, ensuring timely resolution of customer inquiries and satisfaction.
  • Train and lead a team of technical support specialists, promoting a culture of excellence, accountability, and continuous improvement.
  • Analyze trends in customer inquiries and system issues to proactively address potential service challenges.
  • Collaborate with other departments to integrate customer service with broader company objectives.

Estimated Salary: $80,000 - $110,000 per year, depending on experience and qualifications.

Requirements:
  • 5+ years of experience in call center management, preferably in a technical support environment.
  • Proven track record in leading a technical support team and improving service delivery.
  • Strong understanding of call center technology and telecommunication systems.


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