What are the responsibilities and job description for the Call Support Manager – Contact Center Systems position at Support Call Center - Service Experts?
Job Title: Call Support Manager – Contact Center Systems
Reports To: Sr. Director of Customer Care
Direct Reports: None
Status: Full-Time; Hybrid (Tues - Thurs in office)
Location Name: Service Experts, Headquarters
Location Address: 3400 N. Central Expy, Suite 410, Richardson, TX 75080
Job Summary
The Call Support Manager oversees and supports the technical and administrative operations of our contact center platforms and systems, including the telecommunications system. This role serves as the primary liaison between our organization and our contact center technology partner, ensuring systems are maintained, optimized, and aligned with business needs.
As an individual contributor, this manager provides day-to-day support for all telecommunications functions, including system administration, user setup and offboarding, troubleshooting, production support, and implementation of new features. The role also supports field operations nationwide with their telephony needs, including training and guidance for managers and staff, and management and tracking of tech equipment procurement within the department.
This position requires participation in an on-call rotation outside of regular business hours to support critical business needs.
Core Responsibilities
- Serve as the primary contact for telecommunications-related inquiries and support for field operations across all locations.
- Partner with our third-party telecommunications provider to maintain, enhance, and implement solutions, including queue creation, call flow design, and IVR changes.
- Monitor and maintain the telecommunications network, coordinating with vendors to troubleshoot outages, perform system testing, and ensure accurate documentation and ticket management.
- Schedule and lead monthly vendor meetings to address production support, business updates, and new system requests.
- Lead projects involving queue mergers, new implementations, IVR changes, and other enhancements by gathering requirements and working with vendors and operational teams to test and execute.
- Administer and maintain softphone solutions, including user licensing, user access set up and terminations, access issues, password resets, and sustainability efforts.
- Design, produce, and analyze daily, weekly, monthly, and annual call performance and volume reports.
- Provide real-time call management support, including monitoring call volume, agent availability, redirecting calls during outages, administering agent skilling and priority, and managing blacklisted numbers.
Manage and maintain the Quickbase Capacity Portal, including updates, training, and monitoring usage for compliance.- Oversee the telecommunications disaster recovery plan.
- Stay informed on emerging trends and best practices in telecommunications to continuously improve systems and processes.
- Collaborate with leadership to assess and implement process improvements that enhance efficiency and customer experience.
- Support various projects and organizational initiatives as assigned.
Training & Support
- Provide support and training to operating centers across the United States on the effective use of telephony systems and management portals, assisting both frontline staff and managers with functionality, troubleshooting, and best practices.
- Conduct new hire training and refresher sessions for staff as needed.
Education & Experience
- Bachelor’s degree in a related technical field (preferred).
- 4 years of experience in telecommunications technology in an analytical or lead capacity.
- Demonstrated experience working with third-party vendors, support role, and managing external relationships.
- Strong technical aptitude with the ability to interpret diagrams and utilize software (e.g., Microsoft Office Suite).
- Experience in contact center support, including queue management, IVR design, and system administration.
- Proven ability to analyze issues, identify root causes, and deliver effective solutions.
- Exceptional project management, organizational, and time management skills with the ability to meet tight deadlines.
- Strong communication skills (verbal and written) to effectively collaborate with internal teams and external vendors.
- Highly self-motivated with the ability to work independently while aligning with organizational priorities and leadership directives.
What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:
- Competitive Pay with incentive opportunities
- Paid Time Off and Company Holiday Pay
- Medical, Dental, and Vision Insurance programs
- 401(k) Retirement Savings Plan with company matching contributions
- Life Insurance and disability insurance options
- Supplemental benefit programs
- World Class Training opportunities through our Experts University
- Career Development opportunities
Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com