Tripp Lite (www.tripplite.com) was established in 1922 and is a privately held, world-leading manufacturer of computer peripheral devices. Tripp manufactures over 300 different products including UPS, line conditioners, surge suppressors and network data line protectors. Our quality products provide increased reliability and protection to PC workstations, network file servers, telephone systems, point-of-sale terminals, audio/video systems and laboratory equipment. Tripp Lite's global sales are well over $170 million with shipment to more than 85 different countries.

Call Center Manager

Job Summary: Assure smooth operation of a product and technical support call center serving a diverse population including call small office/home office customers as well as large corporate entities.  Contacts include inbound calls and email and customer follow up.

Job Responsibilities: Oversee day-to-day operation including obligation to

-         Higher and train support agents.

-         Achieve metrics for:

o       inbound call and email speed to answer and transactions handled

o       for outbound follow up

-         Establish agents’ work schedules to achieve metrics.

-         Assure appropriate and proper utilization of call center applications and tools.

-         Coach and evaluate agents against published standards and expectations.

-         Determine agents’ supplemental training needs.

-         Analyze periodic survey results for trends and corrective action.

EXPERIENCE & EDUCATION: At least five years of experience supervising a call center with 30 or more agents.  Previous experience with statistical analysis and statistical research review are desired.  Technical aptitude is a plus.