We are seeking a Senior Telecommunications & Call Center Operations Manager with deep call center leadership experience and a solid understanding of telecommunications, networking, and WiFi-based technical support environments. This role owns the performance, structure, and execution of our BPO call center operations, with direct responsibility for Tier 1 and Tier 2 technical support teams, ticket workflows, and operational metrics.
This position goes beyond traditional call center management. The ideal candidate understands how technical support truly workshow tickets flow, how issues escalate, and how to partner effectively with engineering, network, and field operations teams to drive resolution quality and metric improvement.
Key Responsibilities:
Call Center & BPO Operations
- Own day-to-day operations for outsourced and internal call center teams
- Lead and optimize
Tier 1 and Tier 2 technical support performance
Organize workloads, staffing models, and schedules to ensure tickets are completed within SLA
Monitor and drive improvements across key metrics, including:
- CSAT
- NPS
- Contacts Per Hour (CPH)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
Establish clear performance expectations, coaching frameworks, and accountability structures
Technical Support & Telecom Operations
- Oversee ticket queue management, prioritization, escalation, and resolution workflows
- Apply working knowledge of WiFi, networking, and telecommunications to improve triage accuracy and reduce unnecessary escalations
- Partner closely with engineering, network, and field operations teams to align support processes with technical realities
- Ensure proper documentation, troubleshooting flows, and escalation paths for Tier 1 and Tier 2 support
- Identify recurring technical issues and translate trends into process, tooling, or product improvements
- Process, Metrics & Continuous Improvement
- Build and refine operational processes that balance efficiency with resolution quality
- Use data to identify gaps in performance and drive measurable improvement
- Create clear reporting dashboards and operational reviews
- Standardize ticket handling, workflows, and knowledge base usage across teams
- Lead continuous improvement initiatives across both support quality and operational efficiency
Required Qualifications
- 7+ years of call center operations experience, including senior management or director-level exposure
- Proven leadership of technical support call center teams (Tier 1 and Tier 2)
- Hands-on understanding of telecommunications, networking, and WiFi-based support environments
- Demonstrated success driving metric improvement in complex, high-volume support operations
- Experience working cross-functionally with engineering, network, or field operations teams
- Strong command of ticketing systems, workforce management, and performance reporting
Preferred Qualifications
- Experience managing BPO vendors and outsourced technical support teams
- Background in ISP, telecom, networking, or managed services environments
- Familiarity with escalation frameworks and root-cause analysis in technical operations
- Experience building or restructuring support organizationsWhy
This Role Is DifferentThis is not a traditional call center manager role.
Success requires both:
- Operational leadership to drive performance and metrics
- Technical understanding to manage real-world telecom and networking support challengesThe right candidate will bridge the gap between customer support, technical teams, and operationsensuring tickets move efficiently, issues are resolved correctly, and customers receive consistent, high-quality support.
