Manager, Command Center

US-TX-Richardson
Job ID
2018-2116
# of Openings
1
Category
Customer Service/Support

Overview

Based in beautiful Richardson, Texas, we are CalAmp, the pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace. Currently, we are seeking a Monitoring Center Manager with at least 3 years of experience. This is an exciting opportunity for those who wish to work for a stable, well-established company that builds transformational technologies within the revolutionary domain of IoT.

 

We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.

In particular, we offer:

  • Meaningful work with the potential to disrupt an entire industry
  • Visionary leadership
  • Excellent compensation packages
  • An extensive suite of medical and retirement benefits
  • Flexible time off policy and accommodating work schedules
  • Education Assistance Program (Tuition Reimbursement)
  • Access to cutting-edge tools and technologies
  • Innovative, intelligent, collaborative teammates

Responsibilities

  • Provide leadership and direction to assigned personnel in a 24x7 365 monitoring center
  • Hire and train staff as required.
  • Ensure adequate cost control by closely monitoring salary expense and overtime
  • Ensure that all shifts are adequately staffed and supported
  • Develop KPI’s to accurately measure personnel performance and customer satisfaction
  • Act as an escalation point 
  • Keep abreast of new product developments and ensure your organization is positioned and prepared to support them
  • Engage and build relationships with Sales Business Development, Engineering and other functional areas. Provide input as required 
  • Ensure that employees are provided career planning and counselling on a regular basis
  • Provide reports on monitoring organization as directed
  • Prepare to provide tours of facility and capabilities presentation as required
  • Act in Directors absence as required

Qualifications

Must Haves

  • 3-5 years experience Management experience in a call center or monitoring environment
  • 5 years job experience in Technical Account Management or Customer Support Roles
  • Excellent written and oral communication skills

If you are a talented Monitoring Center Manager with at least 3 years of experience and an interest in the Internet of Things domain, we want to speak with you. Interviews are occurring this week and next so apply now if interested.

 

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