Call Center Manager

Job Description

Job Description

Alpharetta, GA

Company Overview:

Talitrix, the global leader in GPS wrist-wearable technology, is transforming the justice system through innovation, accountability, and real-time decision-making. Our industry-first device delivers behavioral analytics designed to improve compliance, reduce stigma, and enhance public safety. Talitrix also provides a suite of innovative hardware and software solutions that strengthen monitoring and support agencies in the field. Talitrix operates a 24/7 call center staffed by a dedicated team of professionals who deliver around-the-clock technical support and real-time monitoring, ensuring our customers receive immediate assistance whenever and wherever it’s needed.

Position Overview:

We are seeking a Call Center Manager to lead a small, high-performing team in a fast-paced environment. This role combines team leadership, operational oversight, real-time alert monitoring, and technical troubleshooting. The Call Center Manager will oversee inbound and outbound customer interactions, ensure rapid responses to critical alerts, and maintain high service levels. The ideal candidate will bring proven experience in managing small teams in a 24/7 technical support setting, with strong crisis-management skills and the ability to thrive in high-stakes environments. Prior experience in 911 dispatch, emergency operations, or similar roles is highly preferred due to the parallels with our real-time monitoring systems.

Key Responsibilities:

1. Team Leadership & Management

• Recruit, train, and supervise 10-15 call center agents.
• Manage scheduling, performance evaluations, coaching, and disciplinary actions.
• Foster a collaborative, high-energy culture within a small team.
• Oversee performance of and relationship with offshore partners.

2. Operational Oversight

• Direct day-to-day call center operations, including inbound tech support, outbound follow-ups, and ticket resolution.
• Optimize workflows to achieve KPIs (AHT, FCR, CSAT, SLAs).
• Ensure proper escalation of technical issues to engineering teams.

3. Technical Support Supervision

• Guide agents in troubleshooting complex software and hardware issues.
• Stay up to date on product updates and integrations.
• Step in directly to assist during peak demand or staffing shortages.

4. Product Monitoring & Alert Response

• Oversee real-time dashboards and alerting systems.
• Lead rapid response to technical alerts, ensuring resolution within defined timeframes.
• Refine escalation procedures to prevent service interruptions.

5. Quality Assurance & Reporting

• Implement quality control through call monitoring, feedback, and analysis.
• Generate reports on call volume, incidents, and team productivity.
• Recommend and implement process improvements.

6. Customer Experience Enhancement

• Handle escalated customer issues directly with professionalism and empathy.
• Promote a customer-first culture across the team.
• Provide feedback to product teams for continuous improvement.

7. Compliance & Risk Management

• Ensure compliance with data privacy regulations and call recording policies.
• Maintain readiness for emergency response scenarios.

8. Resource & Budget Management

• Oversee support tools, hardware spares, and software licenses.
• Manage staffing, training, and technology budgets.

Required Experience:

• 3–5 years in call center management or supervisory roles.
• 2+ years in technical support environments (software and/or hardware).
• Experience managing small teams (5–15) in 24/7 operations.
• Hands-on experience with monitoring/alert systems
• Familiarity with CRM/ticketing systems (Salesforce, ServiceNow, etc.).

Preferred Experience:

• Prior 911 dispatch, EOC, or crisis-response operations experience.
• Experience with SaaS or IoT technology.

Required Skills:

• Leadership & Interpersonal: Ability to motivate and lead under pressure.
• Technical Proficiency: Software/hardware troubleshooting, monitoring tools, basic scripting.
• Analytical & Problem-Solving: Data-driven decision-making, alert triage, and escalation.
• Organizational: Workforce management, scheduling, and process optimization.
• Customer Service: Strong de-escalation skills and customer satisfaction focus.
• Technical Tools: Microsoft Office, VoIP systems, CRM/ticketing tools, and remote access software.

Education & Certifications:

• Bachelor’s degree in Business Administration, IT, Communications, or related field (or equivalent experience).
• Preferred certifications: CCCM, ITIL Foundation, CompTIA A+.