DSI Is Hiring A Call Center Manager

Join DSI Systems Inc. as a Call Center Manager in Dallas! 🚀

DSI Systems Inc., an authorized AT&T Distributor partner, is seeking a skilled Call Center Manager to lead our retail sales support center. This is a great opportunity to work with a dynamic team and make an impactful difference in a growing organization working primarily within the United States.

Position Overview

As the Call Center Manager, you will collaborate directly with the International Call Center Director to oversee daily operations, manage personnel, and ensure the delivery of excellent customer service. Your role focuses on maintaining efficiency, leveraging technology, and fostering a professional, friendly, yet confident customer support environment.

Key Responsibilities

• Manage scheduling, activities, and resource planning to maximize productivity on daily, weekly, monthly, and yearly bases
• Implement and oversee quality assurance programs and assessments
• Analyze call-center data (waiting and handling times, resolution rates, costs) and prepare performance reports
• Enhance support request handling, transfer processes, and overall call center operations
• Develop action plans, conduct system audits, and drive process improvements
• Become a subject matter expert on client’s business activities
• Support both onsite and remote staff as needed
• Perform other duties as assigned

Qualifications

• Minimum of 5 years proven experience as a call center manager or similar role
• Strong knowledge of staff scheduling and call center software (CRM, IVR, routing, etc.)
• Understanding of performance evaluation, customer service metrics, and reporting
• Experience with budgeting, financial analysis, and cost-effectiveness evaluations
• Excellent interpersonal, communication, and leadership skills 🎯
• Organized, reliable, and solutions-driven mindset with the ability to handle problems on the spot
• Call center certifications are a plus
• Willingness to travel internationally 1-2 weeks per quarter ✈️
• Spanish bilingual skills are preferred but not required
• Proficient in MS Office (Word, Excel)

Work Schedule & Location

• Full-time, Monday to Friday, 9 am – 5 pm
• Remote position within the United States
• International travel (~1-2 weeks per quarter)

About DSI

Founded in 1984, DSI is a family-owned company dedicated to delivering exceptional value and measurable results. Our services encompass sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions. We serve various markets, including mobility, broadband, video, commercial, residential, lodging & institutions, and multi-dwelling units, empowering our sales partners to unlock new opportunities.

Why Join Us? Benefits & Perks 🎉

• Medical, Dental, Vision, and Life Insurance starting from the first day of employment
• 401(k) plan with employer matching
• Paid vacation, sick leave, and bereavement days
• Employee Profit Sharing Program
• 50% AT&T wireless discount 📱
• Paid training and advancement opportunities—our goal is to promote from within!