Call Center Manager

Whalen Search Group; Bowling Green (KY); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Whalen Search Group is seeking an on-site Technical Service Manager in Bowling Green, KY to lead a 50+ person support team and drive day-to-day performance. The role emphasizes hands-on leadership, coaching, accountability, and improving metrics such as response time, resolution, and customer satisfaction, with a focus on continuous improvement and best practices across processes and tools.

You will collaborate with cross-functional teams to align operations with customer needs and business

Qualifikationen

• Led sizable teams in call center or technical support.
• Coached and developed team members to improve performance.
• Focused on key metrics and continuous improvement.

Aufgaben

• Oversee a 50+ person support team with hands-on leadership.
• Drive accountability and improve response time, resolution, and customer satisfaction.
• Refine processes, implement best practices, and leverage tools for efficiency.
• Partner with cross-functional teams to align operations with customer needs.

Kenntnisse

Team leadership

Coaching

Performance metrics

Cross-functional collaboration

Jobbeschreibung

I’m currently recruiting for an on-site Technical Service Manager role located in Bowling Green, KY. Overseeing a 50+ person support team, including multiple layers of leadership.

This role is focused on hands-on leadership, coaching, driving accountability, and improving team performance across key metrics like response time, resolution, and customer satisfaction. There’s also a strong emphasis on continuous improvement, including refining processes, implementing best practices, and leveraging tools to improve efficiency.

In addition, the role partners closely with cross-functional teams to ensure alignment and continuous feedback loops that improve both the customer experience and internal operations.

We’re targeting candidates who have led sizable teams in a call center or technical support setting and are still close enough to the day-to-day to drive real impact.