Call Center Team Director

18 hours ago


Kansas City, Missouri, United States Conexon, LLC Full time

About Conexon, LLC

At Conexon, LLC, we are committed to expanding high-speed internet access to rural communities nationwide. We seek an accomplished Call Center Manager to spearhead our technical support efforts and drive exceptional customer experiences.

Job Overview

This is a critical role that requires strong leadership skills, technical expertise, and a customer-centric approach. As a Call Center Manager, you will oversee the daily operations of our technical support center, manage a team of technical support specialists, and develop strategies to enhance customer service and technical support.

Responsibilities

  • Direct the daily activities of the call center, focusing on timely issue resolution and high customer satisfaction.
  • Coach and develop a team of technical support specialists, emphasizing a culture of excellence and continuous improvement.
  • Establish and monitor performance metrics, such as call response times, resolution rates, and customer satisfaction scores, to optimize operations and improve service delivery.
  • Collaborate with internal teams to ensure seamless integration of customer service with broader business objectives.
  • Stay ahead of emerging trends and issues affecting customer inquiries and system performance, enabling proactive measures to prevent service disruptions.

Requirements

  • A minimum of 5 years of experience in call center management, preferably in a technical support context.
  • A proven track record of leading technical support teams and improving service delivery.
  • In-depth knowledge of call center technology and telecommunications systems.
  • Expertise in analyzing call center metrics and leveraging data to inform decision-making.
  • Experience with CRM software and support ticketing systems.
  • Ability to work independently and make sound judgments in a fast-paced environment.

Salary and Benefits

The estimated annual salary for this position is $85,000 - $110,000 based on experience. We offer a comprehensive benefits package and opportunities for professional growth in a dynamic work environment.



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