On-Site Technical Service Manager, Call Center Lead

Whalen Search Group; Bowling Green (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

Team leadership

Coaching

Performance metrics

Cross-functional collaboration

Job description

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