Tech Call Center Manager – Appliance Support

LG Electronics, Inc.; Huntsville (AL); On-site; USD 107,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement plan

Paid PTO

Performance incentives

Mental health resources

Parental leave

Life and disability insurance

Job summary

LG Electronics, Inc. in the United States is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances and ensure field technicians have the information to complete timely repairs.

This role requires strong technical product knowledge, clear communication, and hands-on leadership of a growing team. You will review RA/PA/CEP cases daily, manage TCC agents’ schedules and performance, coordinate training, and generate weekly/monthly reports to drive

Qualifications

• Minimum of associate’s degree, or technical training in appliance or technical related field.
• High level of PC knowledge such as MS Office and possess excellent communication skills both written and oral.
• Minimum of 10 years’ working experience in consumer electronics and/or appliance fields.
• Travel less than 10%.

Responsibilities

• Review RA (Return Authorization) cases in detail daily, approve or reject and share with HQ by email.
• Review TV module PA (Panel Authorization) cases daily and approve or reject.
• Review CEP (Clearance Enhancement Program) cases daily and send emails to related team.
• Manage TCC agents’ timestamp, PTO and work shifts including Saturdays, and evaluate performance.
• Arrange training and service riding plans for TCC agents.
• Set up weekly meetings and share announcements, technical information, and policy changes with all TCC agents.
• Respond to escalated questions from TCC agents, ASM’s, VOC team and others daily.
• Analyze operations and performance to identify issues and implement improvements.
• Provide weekly and monthly reports as required.

Skills

Communication skills

MS Office

Education

Associate degree or technical training

Tools

MS Office

Job description

LG Electronics, Inc. in the United States is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances and ensure field technicians have the information to complete timely repairs.

This role requires strong technical product knowledge, clear communication, and hands-on leadership of a growing team. You will review RA/PA/CEP cases daily, manage TCC agents’ schedules and performance, coordinate training, and generate weekly/monthly reports to drive