Call Center Manager

About the Opportunity

We are partnering with a well‑established, mission‑driven technology organization seeking a Call Center Manager to lead a high‑impact technical support operation. This role is based in Bloomington, Minnesota and supports customers in time‑sensitive, customer‑critical environments.

This is a leadership position for someone who enjoys building, coaching, and stabilizing teams while operating in a fast‑paced setting where quality, responsiveness, and professionalism matter.

Role Overview

The Call Center Manager is responsible for overseeing a small but highly engaged support team that handles inbound customer requests and issue resolution. The team supports complex products and services used in high‑pressure, real‑world situations, making strong people leadership and sound decision‑making essential.

While the environment involves technical products, this is primarily a people‑management and operations role, not an engineering position.

Key Responsibilities

• Lead, coach, and develop a 6-8 person call center/technical support team
• Oversee daily operations, workloads, scheduling, and service levels
• Ensure urgent and escalated customer issues are handled calmly and efficiently
• Foster a culture of accountability, professionalism, and strong customer service
• Support ongoing process improvements to enhance team performance and customer experience
• Partner with internal stakeholders to resolve issues and streamline workflows
• Use a ticketing or case management system to track, assign, and resolve customer requests
• Occasionally step in to assist with calls or coverage during peak demand
• Participate in an on‑call leadership rotation as needed (compensated)

What We're Looking For

• Call center, customer operations, technical support, or service desk leadership experience
• 2+ years of direct people management experience
  • Must have formally managed employees - team lead or senior contributor roles alone are not sufficient
• Experience leading teams in fast‑paced, high‑pressure customer support or operations environments
• Strong coaching, performance management, and communication skills
• Comfortable handling escalations and guiding teams through urgent situations
• Proven ability to create team stability and drive engagement
• Sound judgment and decision‑making under pressure
• Exposure to environments involving hardware, devices, or technically complex products
• Experience working with ticketing or CRM systems
• Bachelor's degree preferred, not required

Compensation & Benefits

• Competitive base salary - $110,000 - $130,000/yr.
  • Annual performance‑based bonus
• Work Location - Bloomington, MN
  • Hybrid Work Schedule (3 days onsite/2 days Remote)
• Comprehensive medical, dental, and vision benefits
• 401(k) plan with employer contribution
• Paid time off and company holidays
• Additional flexibility for the right candidate (sign‑on bonus, PTO, etc.)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.