Call Center Manager
Call Center Manager
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
Lead mentor and support the internal customer support team (live chat phone email ticketing)
Manage the daytoday relationship and performance of our thirdparty call center (TTEC or equivalent) including alignment on KPIs training quality and coverage expectations
Develop and implement support workflows that reduce response times and increase firstcontact resolution
Identify inefficiencies or process gaps and drive continuous improvement across all channels
Oversee training programs ensuring internal and external reps are wellequipped to handle Nomad s core support needs including billing activation tech troubleshooting and retention
Analyze and report on support metrics customer satisfaction trends and staffing forecasts to executive leadership
Collaborate with other departments (marketing billing fulfillment tech) to improve customer experience and resolve systemic issues
Participate in strategy conversations to scale customer service in tandem with growth.
What Success Looks Like
Internal and thirdparty teams are aligned and operating as one
Support is fast human and consistent with Nomad s brand voice
Call/chat/ticket volumes are handled efficiently without sacrificing empathy
Customers feel understood and supported not just handled
Executive team has real visibility into support performance and areas for growth
Requirements
Qualifications
5 years in a customer service management or call center leadership role
Experience managing thirdparty contact centers or outsourced teams
Strong understanding of call center metrics quality assurance and workforce optimization
Excellent written and verbal communication skills; able to coach reps and present to leadership
Calm under pressure with strong organizational skills and an eye for process improvement
Techsavvy ideally with experience in systems like Zendesk Freshdesk Aircall or similar
Telecom or wireless industry experience is a plus
**Key Responsibilities** * Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing) * Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations * Develop and implement support workflows that reduce response times and increase first-contact resolution * Identify inefficiencies or process gaps and drive continuous improvement across all channels * Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad s core support needs, including billing, activation, tech troubleshooting, and retention * Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership * Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues * Participate in strategy conversations to scale customer service in tandem with growth
Education
* 5+ years in a customer service management or call center leadership role * Experience managing third-party contact centers or outsourced teams * Strong understanding of call center metrics, quality assurance, and workforce optimization * Excellent written and verbal communication skills; able to coach reps and present to leadership * Calm under pressure with strong organizational skills and an eye for process improvement * Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk,
Employment Type
Full Time
