About this position
h: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;'>Handle escalated customer issues directly with professionalism and empathy.Promote a customer-first culture across the team. Provide feedback to product teams for continuous improvement.
7. Compliance & Risk Management
- Ensure compliance with data privacy regulations and call recording policies.
- Maintain readiness for emergency response scenarios.
8. Resource & Budget Management
- Oversee support tools, hardware spares, and software licenses.
- Manage staffing, training, and technology budgets.
Required Experience:
- 3–5 years in call center management or supervisory roles.
- 2+ years in technical support environments (software and/or hardware).
- Experience managing small teams (5–15) in 24/7 operations.
- Hands-on experience with monitoring/alert systems
- Familiarity with CRM/ticketing systems (Salesforce, ServiceNow, etc.).
Preferred Experience:
- Prior 911 dispatch, EOC, or crisis-response operations experience.
- Experience with SaaS or IoT technology.
Required Skills:
- Leadership & Interpersonal: Ability to motivate and lead under pressure.
- Technical Proficiency: Software/hardware troubleshooting, monitoring tools, basic scripting.
- Analytical & Problem-Solving: Data-driven decision-making, alert triage, and escalation.
- Organizational: Workforce management, scheduling, and process optimization.
- Customer Service: Strong de-escalation skills and customer satisfaction focus.
- Technical Tools: Microsoft Office, VoIP systems, CRM/ticketing tools, and remote access software.
Education & Certifications:
- Bachelor’s degree in Business Administration, IT, Communications, or related field (or equivalent experience).
- Preferred certifications: CCCM, ITIL Foundation, CompTIA A+.