Call Center Manager at Talitrix, LLC – Alpharetta, Georgia

h: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;'>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+.