Job description
DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a skilled Call Center Manager for our Dallas-based retail sales channel support center. You will work directly with the International Call Center Director to build and oversee the daily operations of our growing, effective, impactful retail support center. To succeed in this role, you must have excellent customer service and communication skills.
As the Call Center Manager, you will supervise daily operations and personnel, aiming for superb, confident, cordial, friendly, yet professional customer service, with maximum efficiency and cost-effectiveness. Additionally, you will ensure that technology is utilized to maximize the productivity of staff and ensure that they are well-effective and productive. You are an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot, and the ability to see the “big picture” and make improvements.
- Remote position, United States
- International travel, 1-2 weeks per quarter
- Full-time, Monday – Friday 9am – 5pm
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities
Manage the daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
Oversee, implement, and execute quality assurance (QA) programs and assessments
Collect, analyze, and evaluate call-center statistics (call waiting and handle times, resolution rates, accuracy, costs, and other service contact metrics); prepare performance reports by summarizing data and trends
Monitor and improve support request handling and warm and cold transfer processes
Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs
Desire to become a subject matter expert on your client’s business
Manage and support onsite staff as well as remote employees as needed
Other duties and responsibilities as assigned
Minimum 5 years of proven experience as call center manager or similar position
Demonstrated competence in call center staff scheduling intricacies
Proficient in call center equipment and software programs (call handling/routing software, CRM’s, IVR’s, etc.)
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures, including experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
Outstanding interpersonal, oral, and written communication skills
Ability to translate information and feedback, develop insights, and work collaboratively alongside internal sales and support colleagues as well as retail sales partner clients
Excellent organizational and leadership skills and problem-solving abilities, along with demonstrated positive attitude and patience
Pertinent and related call center certifications a plus
International travel required
Bilingual Spanish is preferred but not required
Proficient in Microsoft Office, Word, and Excel
Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
401k Plan with employer matching
Paid vacation, personal/sick days, and bereavement time
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!
