Call Center Manager

Located in Fort Myers, FL

Salary: $50-60k

Express Employment Professionals is seeking an experienced Technical Services Support Manager to oversee and manage the call center operations for a dynamic client in the technical services sector. This is a leadership role designed to ensure the delivery of exceptional customer care and technical support, focusing on maintaining high customer satisfaction, driving brand loyalty, and managing a high-performing team.

The ideal candidate will provide direction, foster engagement, and oversee the training of the technical service call center team. This is a hands-on role requiring strong leadership skills, the ability to motivate and coach staff, and a commitment to resolving technical inquiries effectively and efficiently.

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Key Responsibilities:

• Lead, motivate, train, monitor, and coach call center team members to ensure high-quality customer service.
• Collaborate cross-functionally with senior leadership and other departments to meet company objectives.
• Assist with answering calls and technical inquiries regarding the company’s products and services.
• Develop, maintain, and distribute training materials to staff and external dealers on product and technical issues.
• Ensure timely and effective troubleshooting of customer concerns and technical issues.
• Manage and oversee team scheduling, time management (timecards, PTO), and adherence to OSHA and regulatory standards.
• Analyze current processes and procedures for improvement opportunities and implement enhancements.
• Collaborate on product rollouts, training sessions, and order processing to ensure quality control.
• Maintain up-to-date knowledge of industry trends, technical developments, and company products.

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Qualifications:

• Experience: 5-10 years in a leadership role within customer service or technical support, specifically managing call center teams.
• Education: Bachelor''s degree required or an equivalent combination of education, training, and experience.
• Technical Skills: Familiarity with ERP systems (e.g., Epicor, NetSuite), strong proficiency in MS Office applications.
• Leadership Abilities: Proven track record in team management, coaching, and training.
• Communication Skills: Strong written and verbal communication with a focus on customer service.
• Ability to prioritize tasks, meet deadlines, and work in a fast-paced environment.

Ways To Apply: (choose one)

• Resumes may be emailed to Citlali.Fuentes@expresspros.com 
• Complete an online application on our website https://apply.expresspros.com/account/login submit it to the Fort Myers, Florida location

About Express Employment Professionals:

Express can help you find the type of job that is a perfect fit for your needs and abilities, and you’ll never pay a fee for our services and support; we are a Human Resources Solution company assisting business in finding top talent. Express can place you in a wide range of niche industries including Administrative, Professional, Medical, and Commercial positions. We are able to fill these needs through direct hire and contract opportunities. In 2023 we put over 2500 people to work in the Lee County Area.

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