Technical Support Call Center Manager

Company Overview:

Conexon is a leader in providing rural fiber-optic networks and broadband solutions, dedicated to transforming internet access in underserved communities across the nation. We believe in the power of high-speed internet to catalyze growth, enhance education, and improve quality of life.

Job Summary:

Conexon is looking for an experienced Call Center Manager to lead our technical support center. This pivotal role focuses on delivering exceptional customer support, managing technical service quality, and improving operational efficiencies. The ideal candidate will be adept at monitoring and managing KPIs, fostering a high-performance culture, and ensuring our technical support meets the highest standards.

Key Responsibilities:

• Manage and oversee the daily operations of the call center, ensuring timely resolution of customer inquiries and customer satisfaction
• Train and lead a team of technical support specialists, promoting a culture of excellence, accountability, and continuous improvement.
• Develop and monitor key performance indicators (KPIs) such as call response times, resolution rates, customer satisfaction scores, and agent productivity to assess effectiveness and identify areas for improvement.
• Implement strategies to enhance the quality of customer service and technical support while managing the scalability of operations.
• Collaborate with other departments to integrate customer service with broader company objectives.
• Analyze trends in customer inquiries and system issues to proactively address potential service challenges.
• Handle escalated customer issues, providing solutions that are both effective and efficient.

Qualifications:

• Minimum of 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.
• Expertise in analyzing call center KPIs and leveraging data to drive decision-making.
• Experience with CRM software and support ticketing systems.
• Ability to work independently and make decisions under pressure in a fast-paced, dynamic environment.

Why Work for Us?

At Conexon, you will be part of a company that is impacting lives by connecting rural communities to the digital world. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth in a supportive and innovative work environment.