External Field Ops Support Manager jobs in United States
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DSI ยท 20 hours ago

External Field Ops Support Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level

DSI Systems Inc., an authorized AT&T partner, is seeking an External Field Ops Support Manager to oversee field support operations performed by a third-party call center. This role is responsible for ensuring that customer and technician support activities align with Field Operations requirements and supports successful installation outcomes.

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Responsibilities

Own day-to-day execution of all field support activities handled by external call centers
Serve as the primary operational point of contact for call center leadership
Ensure customer and technician support interactions align with field operations requirements
Oversee support for customers scheduling, rescheduling, and all other customer requests
Oversee technician support for work order closure, system issues, and field-related needs and communicate escalation trends to respective areas
Define and manage performance expectations, KPIs, and service-level standards for call center teams
Identify performance gaps and drive corrective actions with call center leadership
Ensure adherence to documented processes, SOPs, and escalation protocols
Serve as the escalation point for complex or high-impact support issues
Collaborate with internal field operations teams to resolve issues and improve outcomes

Qualification

Performance managementCall center operationsKPI managementProcess enforcementCollaboration skills

Required

Experience in managing field operations or call center support
Strong leadership and communication skills
Ability to collaborate effectively with cross-functional teams
Proven track record of managing performance metrics and KPIs
Experience in process improvement and corrective action implementation
Ability to handle complex support issues and escalations
Strong organizational skills and attention to detail

Preferred

Experience in the telecommunications or home services industry
Familiarity with customer relationship management (CRM) systems
Experience working with third-party vendors or partners

Company

DSI

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DSI, a premier sales enablement partner, offers consumer and commercial selling opportunities in the indirect dealer space.
dateFounded in 1984
location
Dallas, Texas, USA
people-size201-500 employees
web-link
https://www.dsisystemsinc.com/

Funding

Current Stage
Growth Stage

Leadership Team

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Alex Likens
Sr. Partner Account Manager
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Jacob Piiparinen
Partner Account Manager
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Company data provided by crunchbase