About us

National fast-paced growing company that specializes LED signage products. Located in a newly renovated historic building in a revitalized neighborhood. Founded 17+ years ago with headquarters in Columbus, OH.

We are searching for an experienced Call Center Manager to lead a Technical Support Team with daily operations M-F from 8 am to 7 pm. Position includes coaching the specialists to keep high standards and deliver a great customer experience. An excellent call center supervisor must have customer service and supervisory experience. Looking for a great communicator to lead and motivate team members.

The position communicates with sales and engineering to ensure best practices, service standards, and continually focused on our KPI reports. The goal is to drive excellent team performance that will bring sustainable business growth while enjoying what we do.

The Call Center Manager will report to VP Customer Service

Key Functions

Call Center

• Trainer/On boarding/Manager of Triage and Tech Tier Support
• Design training curriculum
• Recruit talent
• Reporting and KPI management
• Supervise daily operations and personnel issues
• Anticipate escalation and assume calls when required
• Identify and escalate chronic issue when necessary
• Audit incident tickets for continuous improvement
• Communicate with Engineering and root-cause analysis
• Take an active role with Engineering inspecting field part returns to discover top issues
• Play a role in the audit of technical training programs and set corrective action to address compliance gaps.
• Lead calls with vendor field supervisors to improve performance and provide training on new initiatives.

Subject Matter Expert

• Back up Director of Client Service
• Back up to Quality Control Team Lead
• Back up to Logistics and Shipping Manager in Columbus

Knowledge Base – work with Knowledge Management manager on a weekly basis to add/curate Guru library.

Special Projects as assigned by VP Customer Service

Job Specific Preferred Prerequisites

• Minimum 3-year experience as a call center/help desk supervisor
• Minimum of 3-year experience in customer service
• Experience operating call center and remote support software or service platform
• Experience with RingCentral and Oracle NetSuite a plus

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Columbus, OH: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 3 years (Required)
• Customer service: 3 years (Preferred)

Work Location: One location

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