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WiLine Networks

Call Centre Manager - Telecom.

WiLine Networks

  • Wicklow / Belfast / Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 28/02/2013
  • Kevin McGuire
this job is expired
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We are currently seeking a Customer Support Center Manager to setup a WiLine team in Ireland to service our customers in San Francisco.


WiLine Networks has built and operates the fastest growing independent voice and data network in the San Francisco Bay Area. To continue the expansion of our company we are currently seeking a Call Center Manager (Telecom) to setup a WiLine team in Ireland to service our customers in San Francisco, California USA.
The Call Center Manager (Telecom) will be responsible for managing the call center and business processes related to providing technical support for WiLine customers. The Manager establishes metrics and implements processes to ensure quality service across all new and existing customers. The Manager is responsible for overseeing the overall activities of the call center and managing projects to implement new services or process improvements to increase customer support satisfaction metrics.


WiLine offers a full suite of voice services including both hosted and PBX-based solutions. Our private, Ethernet network allows us to customize and scale transit (internet access) and transport (point-to-point) data services to meet any bandwidth requirement. And our value-based pricing offers more services at less cost, and typically saves our customers 20% to 30+% on their current telecom expense.


Major Responsibilities Include:

  • Responsible for managing the business processes of theCustomerSupportCenter.
  • Provide Level 1 and Level 2 network and telecom support to direct WiLine customers and coordinate support activities with our Operations and NOC support staff.
  • Manage training staff to support new customer installations and subsequent training activities.
  • Manage projects that will improve support center efficiencies and improve customer satisfaction metrics.
  • Analyze new policies, procedures and tools to measure effectiveness.
  • Responsible for hiring, training, developing and mentoring Customer Support staff.
  • Work directly with the Voice and Data product teams to coordinate service readiness activities to ensure supportability of new products and product enhancements.
  • Develop and maintain strong partnerships with internal departments and multi metro locations to ensure the smooth implementation to new initiatives.
  • Establish and manage the support center budget; defines/refines staffing levels to meet required service levels objectives.
  • Work collaboratively with all operations team members to complete projects on time and within budget.
  • Manage and improve processes to improve customer responses and enhance ticket flow from the call center team to ensure timely customer problem resolution.
  • Design and maintain customer knowledge base.



  • Bachelor’s degree or equivalent experience
  • 3-5 years in technical, software, or customer support or related field
  • 2-3 years of management experience in a Call Center/Help Desk environment
  • Voice or Data product support experience highly desired
  • Internet or Telecom industry experience desired
  • Process definition and process improvement experience required
  • Excellent oral/written and interpersonal skills
  • Proven ability to direct personnel in a fast paced call center environment
  • Strong project management skills
  • Strong problem-solving ability and the ability to manage multiple tasks simultaneously
  • Ability to keep abreast of current technology and educate staff of new technological advancements
  • Strong knowledge of internet, VoIP, and CRM software environments
  • Strong knowledge of call center (help desk) automated call tracking tools


WiLine Offers:

• Competitive Base salary
• Quarterly MBO Bonus
• Opportunities for career development
• Reimbursement for business expenses and mileage

If you want to work in a collaborative, creative work environment where you can provide meaningful contributions while being challenged to grow on the job, WiLine Network, Inc. has a place for you!

If needed, will provide relocation assistance for the right candidate!

Job location: Near Dublin or Belfast
Salary: TBD


Ref: wiline1
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