Job Snapshot
Employee Type : Direct Hire Experience :2 years Location :Houston, TX 77040
Job Reference # : 104228 Salary :80,000 Company Industry :Job Type : Call Center ASA : Clerical General Class
Job Title : Technical Service Manager/Call Center Manager
Job Reference # : 104228
Position Summary for Technical Service Manager/Call Center Manager
Role and Responsibilities
•	Coordinates and manages daily work flow in customer 
call center
•	Communicates with client and internal management teams 
to resolve daily issues relating to the operations repair 
lines 
•	Responsible for managing and ensuring resolution of 
customer, client and internal escalations 
•	Verifies accuracy of information received and sent by 
personnel
•	Manages staff conducting troubleshooting laptops to 
help duplicate systems 
•	Responsible for daily management of personnel, 
including; counseling, performance, attendance, etc.
•	Attends management meetings to provide daily updates 
on call center metrics 
•	responsible for training and development for call 
center personnel 
•	performs interviews and participates in the decision 
process of new hires 
•	Completes adhoc reporting as necessary
•	Develops and implements process improvements for call 
center 
•	Provides daily communication of work flow and 
escalations to internal management teams
•	Conducts conference calls with Customer’s management 
team
•	Assists with other projects as directed by the 
production manager

Education, Training and Skills
•	Bachelor’s degree in Business or Manufacturing 
Management,  or other related field
•	Minimum 2 years in a customer service supervisor or 
managerial role 
•	Must have excellent communication  & team building 
skills
•	Experience communicating using various methods with 
all levels of management and customers
•	Experience utilizing MS Office (Advanced Excel, Work, 
Outlook, PowerPoint) 
•	Experience working with a Warehouse Management System 
(WMS), File Maker pro preferred
•	Knowledge of call center process and call center work 
flow
•	Ability to work with minimal supervision
Responsibilities for Technical Service Manager/Call Center Manager
Role and Responsibilities
•	Coordinates and manages daily work flow in customer 
call center
•	Communicates with client and internal management teams 
to resolve daily issues relating to the operations repair 
lines 
•	Responsible for managing and ensuring resolution of 
customer, client and internal escalations 
•	Verifies accuracy of information received and sent by 
personnel
•	Manages staff conducting troubleshooting laptops to 
help duplicate systems 
•	Responsible for daily management of personnel, 
including; counseling, performance, attendance, etc.
•	Attends management meetings to provide daily updates 
on call center metrics 
•	responsible for training and development for call 
center personnel 
•	performs interviews and participates in the decision 
process of new hires 
•	Completes adhoc reporting as necessary
•	Develops and implements process improvements for call 
center 
•	Provides daily communication of work flow and 
escalations to internal management teams
•	Conducts conference calls with Customer’s management 
team
•	Assists with other projects as directed by the 
production manager

Education, Training and Skills
•	Bachelor’s degree in Business or Manufacturing 
Management,  or other related field
•	Minimum 2 years in a customer service supervisor or 
managerial role 
•	Must have excellent communication  & team building 
skills
•	Experience communicating using various methods with 
all levels of management and customers
•	Experience utilizing MS Office (Advanced Excel, Work, 
Outlook, PowerPoint) 
•	Experience working with a Warehouse Management System 
(WMS), File Maker pro preferred
•	Knowledge of call center process and call center work 
flow
•	Ability to work with minimal supervision

Qualifications for Technical Service Manager/Call Center Manager
•	High School Diploma or GED; Bachelor’s degree in
•	Education: 
•	Proficiency in MS Office
•	Strong attention to detail
•	Excellent written and verbal communication skills
Compensation & Benefits for Technical Service Manager/Call Center Manager
•	Salary : 
•	Benefits : Full time, permanent employees are eligible for:
	o	Paid holidays, vacation, and personal time off
	o	Medical, dental, and vision insurance
	o	Short and Long Term Disability
	o	Life Insurance
	o	401(k) retirement plans
Position Type for Technical Service Manager/Call Center Manager
Direct Hire
If you have questions concerning this position, please contact Alexandra Moore.
 
Thank you for choosing Burnett Specialists.    Equal Opportunity Employer M/F/D/V
Meet Your Recruiter
Alexandra Moore
Direct Hire Recruiter
 
Company Name : Burnett Specialists