[Remote] Operations Manager

Note: The job is a remote job and is open to candidates in USA. iOPEX Technologies is seeking an experienced and results-driven Technical Support Manager to lead a high-performing call center team in Dallas. This role involves managing day-to-day operations of technical support agents, ensuring service excellence, and driving continuous improvement in customer experience.ResponsibilitiesLead, mentor, and develop a team of Team Leads and Technical Support RepresentativesDrive performance management through coaching, feedback, and career development plansBuild a positive work culture focused on engagement, accountability, and continuous improvementManage workforce planning, scheduling, and shrinkage controlManage attrition and should be able to provide RAG analysisOversee day-to-day call center operations (voice & chat support)Ensure adherence to SLAs such as AHT, ASAT/CSAT, FCR, Calls per Hour and Quality scores and schedule/line adherenceMonitor real-time operations and take corrective actions when neededAct as a primary point of contact for stakeholders and present performance reportsPartner with Support functions (QA, Training, Hiring, etc.) to improve customer experienceEnsure team capability in troubleshooting technical issuesEnsure adherence to company policies and regulatory requirementsPrior experience with Workforce Management (WFM) or Real-Time Adherence (RTA) — really important to meet occupancy guidelinesSkillsLead, mentor, and develop a team of Team Leads and Technical Support RepresentativesDrive performance management through coaching, feedback, and career development plansBuild a positive work culture focused on engagement, accountability, and continuous improvementManage workforce planning, scheduling, and shrinkage controlManage attrition and should be able to provide RAG analysisOversee day-to-day call center operations (voice & chat support)Ensure adherence to SLAs such as AHT, ASAT/CSAT, FCR, Calls per Hour and Quality scores and schedule/line adherenceMonitor real-time operations and take corrective actions when neededAct as a primary point of contact for stakeholders and present performance reportsPartner with Support functions (QA, Training, Hiring, etc.) to improve customer experienceEnsure team capability in troubleshooting technical issuesEnsure adherence to company policies and regulatory requirementsPrior experience with Workforce Management (WFM) or Real-Time Adherence (RTA) — really important to meet occupancy guidelinesMust be based in the USPreferably with 3-5 years of experience in technical support/contact center operationsExperience with KPIs such as CSAT, AHT, FCR, and Quality metricsStrong understanding of call center tools (CRM, ticketing tools, WFM tools)Excellent analytical and communication skillsBenefitsCompetitive pay that truly reflects your skillsEnjoy two guaranteed rest days every weekFully remote setupCompany OverviewiOPEX is a new-generation business services provider offering optimized IT management services. It was founded in 2009, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is https://iopex.com.