WiFi Manager

Job Title: Call Center Manager – WiFi Support (Remote) — WorldVue Hi! We're WorldVue, and we're looking for an experienced Call Center Manager to lead our WiFi support team. This role is less about configuring networks yourself and more about managing people, performance, and processes — ensuring our agents deliver fast, friendly, and effective WiFi troubleshooting support to our clients. About the Role: You'll oversee day-to-day operations of our WiFi support call center, managing a team of agents who handle inbound calls, E-mails and tickets related to WiFi connectivity issues. You'll be responsible for team performance, quality assurance, scheduling, escalations, and driving continuous improvement in how we support our clients. What You'll Be Doing: Manage and coach a team of WiFi support call center agents Monitor call volume, hold times, resolution rates, and other key performance metrics (KPIs) Handle escalated calls or tickets that agents can't resolve Develop and enforce call scripts, troubleshooting workflows, and quality standards Conduct regular team meetings, 1:1s, and performance reviews Hire, onboard, and train new agents as the team grows Create and manage staff schedules to ensure adequate coverage across shifts Analyze call/ticket data to identify trends and recommend process improvements Collaborate with NOC, field technicians, and other departments to resolve recurring issues Report team performance and key metrics to upper management Skills & Experience Required: Proven experience managing a call center or customer support team (technical support experience strongly preferred) Basic understanding of WiFi/networking concepts to effectively manage technical conversations and coach agents (you don't need to be a network engineer, but you should be conversant) Experience with call center software/CRM/ticketing systems (e.g., Zendesk, RingCentral, Five9, or similar) Strong leadership, coaching, and conflict-resolution skills Data-driven mindset — comfortable tracking and reporting on KPIs Excellent written and verbal communication skills Experience managing remote or distributed teams a plus To Apply: Please share your experience managing call center or support teams (team size, industry, tools used), along with your availability and time zone.