Contact Center Manager

DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a skilled Contact Center Manager for our Dallas-based retail sales channel support center. You will work directly with the International Call Center Director to build and oversee the daily operations of our growing, effective, impactful retail support center. To succeed in this role, you must have excellent customer service and communication skills.

As the Contact Center Manager, you will supervise daily operations and personnel, aiming for superb, confident, cordial, friendly, yet professional customer service, with maximum efficiency and cost-effectiveness. Additionally, you will ensure that technology is utilized to maximize the productivity of staff and ensure that they are well-effective and productive. You are an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot, and the ability to see the “big picture” and make improvements.

• This is an in-office position that will report to our Richardson, Texas
• International travel, 1-2 weeks per quarter
• Full-time, Monday – Friday 9am – 5pm
• On call one weekend per month

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Oversee the performance and compliance of third-party vendor partners, ensuring alignment with contractual service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality.
• Partner with internal stakeholders (e.g., Finance, Compliance, Training, Customer Experience) to support vendor-related initiatives and resolve escalations.
• Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals.
• Analyze vendor data to identify trends, risks, and opportunities for improvement, and provide actionable insights to leadership.
• Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis.
• Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies.
• Oversee, implement, and execute quality assurance (QA) programs and assessments
• Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs; evaluating and installing upgrades
• Other duties and responsibilities as assigned

• Minimum 5 years of proven experience as a call center manager or similar position
• Minimum of 3 years of experience in vendor management, outsourcing, or a related operations leadership role
• Proficient in call center equipment and software programs (call handling/routing software, CRMs, IVRs, etc.)
• Knowledge of performance evaluation and customer service metrics
• Outstanding interpersonal, oral, and written communication skills
• Ability to translate information and feedback, develop insights, and work collaboratively alongside internal sales and support colleagues, as well as retail sales partner clients
• Excellent organizational and leadership skills and problem-solving abilities, along with a demonstrated positive attitude and patience
• International travel required
• Proficient in Microsoft Office, Word, and Excel

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!