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