Note: The job is a remote job and is open to candidates in USA. iOPEX Technologies is seeking an experienced and results-driven Technical Support Manager to lead a high-performing call center team in Dallas. This role involves managing day-to-day operations of technical support agents, ensuring service excellence, and driving continuous improvement in customer experience.
Responsibilities
- Lead, mentor, and develop a team of Team Leads and Technical Support Representatives
- Drive performance management through coaching, feedback, and career development plans
- Build a positive work culture focused on engagement, accountability, and continuous improvement
- Manage workforce planning, scheduling, and shrinkage control
- Manage attrition and should be able to provide RAG analysis
- Oversee day-to-day call center operations (voice & chat support)
- Ensure adherence to SLAs such as AHT, ASAT/CSAT, FCR, Calls per Hour and Quality scores and schedule/line adherence
- Monitor real-time operations and take corrective actions when needed
- Act as a primary point of contact for stakeholders and present performance reports
- Partner with Support functions (QA, Training, Hiring, etc.) to improve customer experience
- Ensure team capability in troubleshooting technical issues
- Ensure adherence to company policies and regulatory requirements
- Prior experience with Workforce Management (WFM) or Real-Time Adherence (RTA) — really important to meet occupancy guidelines
Skills
- Lead, mentor, and develop a team of Team Leads and Technical Support Representatives
- Drive performance management through coaching, feedback, and career development plans
- Build a positive work culture focused on engagement, accountability, and continuous improvement
- Manage workforce planning, scheduling, and shrinkage control
- Manage attrition and should be able to provide RAG analysis
- Oversee day-to-day call center operations (voice & chat support)
- Ensure adherence to SLAs such as AHT, ASAT/CSAT, FCR, Calls per Hour and Quality scores and schedule/line adherence
- Monitor real-time operations and take corrective actions when needed
- Act as a primary point of contact for stakeholders and present performance reports
- Partner with Support functions (QA, Training, Hiring, etc.) to improve customer experience
- Ensure team capability in troubleshooting technical issues
- Ensure adherence to company policies and regulatory requirements
- Prior experience with Workforce Management (WFM) or Real-Time Adherence (RTA) — really important to meet occupancy guidelines
- Must be based in the US
- Preferably with 3-5 years of experience in technical support/contact center operations
- Experience with KPIs such as CSAT, AHT, FCR, and Quality metrics
- Strong understanding of call center tools (CRM, ticketing tools, WFM tools)
- Excellent analytical and communication skills
Benefits
- Competitive pay that truly reflects your skills
- Enjoy two guaranteed rest days every week
- Fully remote setup
Company Overview
iOPEX is a new-generation business services provider offering optimized IT management services. It was founded in 2009, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is https://iopex.com.