Job Description
Position Summary
The Call Center Manager oversees all customer service operations within Nomad Internet’s Bulverde, TX headquarters. This leader is responsible for managing inbound and outbound support teams, ensuring high customer satisfaction, operational efficiency, and revenue retention. The role requires a balance of hands-on management, data-driven decision-making, and team leadership. The Call Center Manager will develop processes, coach supervisors and agents, and drive measurable performance across quality, speed, and customer loyalty metrics.
Essential Duties and Responsibilities
· Lead and oversee daily operations of Nomad’s call center in Bulverde, TX.
· Manage inbound and outbound teams focused on technical and billing support, retention, and customer outreach.
· Drive measurable improvements in call resolution time, customer satisfaction, and first-contact success.
· Develop and track performance metrics for call handling, QA, and retention.
· Partner with leadership to forecast staffing needs and optimize scheduling efficiency.
· Implement process improvements that reduce costs while maintaining service quality.
· Coach, mentor, and develop call center supervisors and agents to reach performance goals.
· Collaborate cross-functionally with billing, logistics, and tech support to ensure smooth service delivery.
· Lead by example — promote a culture of accountability, communication, and continuous improvement.
· Build, document, and optimize call center workflows, scripts, and escalation procedures to improve consistency and efficiency.
· Monitor live operations, call queues, and service levels daily to maintain staffing balance and meet SLAs.
· Implement and manage KPI dashboards for team performance, including AHT, FCR, CSAT, and retention metrics.
· Identify training needs and lead onboarding and continuous coaching programs for agents and supervisors.
· Collaborate with marketing and community teams to align communication tone and customer engagement strategies.
· Partner with technology leadership to ensure call center software, CRM, and ticketing systems are optimized and reliable.
· Lead weekly operations reviews to track trends, identify service gaps, and recommend corrective actions.
· Manage vendor relationships related to telephony, CRM, and QA software tools.
· Prepare and present performance reports for executive leadership, highlighting customer insights and improvement plans.
Qualifications
· 4+ years in call center management, customer operations, or support leadership.
· Proven track record of improving KPIs (AHT, CSAT, MTTR, retention).
· Experience managing 15+ representatives in a multi-channel environment.
· Skilled in CRM and call center systems (Zendesk, Dialpad, or similar).
· Data-driven approach with strong analytical and reporting skills.
· Excellent communication, leadership, and conflict resolution skills.
Working Conditions
· Full-time position (Monday–Friday, 9:00 a.m.–6:00 p.m. CST).
· On-site work from Bulverde, TX, office required.
· Occasional Travel required for trade shows, community events, and industry expos.
· Standard office environment with occasional extended hours as required.
Compensation and Benefits
· Salary Range: $65,000 - $75,000 annually (commensurate with experience).
· Performance Bonuses based on customer retention, operational performance, and revenue impact metrics.
· Eligible for company benefits including health, dental, vision, paid time off, holidays, and disability in accordance with company policy.
Company DescriptionAt Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with “substandard internet” like satellite, DSL, and cable.
In 2016, the United Nations General Assembly declared internet access a human right! We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy. We launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states. Nomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.At Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with “substandard internet” like satellite, DSL, and cable.\r\n\r\nIn 2016, the United Nations General Assembly declared internet access a human right! We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy.\r\n\r\nWe launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states.\r\n\r\nNomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.