Job Description

This Manager will oversee all aspects of the technical support and service team including developing a team of professionals dedicated to delivering a remarkable customer-oriented department through effective leadership, achieving aggressive business goals, operation efficiencies and developing a strong management team within the area. As well as being responsible for developing, managing, and delivering periodic reports to communicate issues, trends, and customer feedback to direct employees on weekly, and monthly.

• Lead and develop the management team to enhance performance by setting clear accountable performance measures
• Identify, and Document strategic process improvements to ensure successful and efficient productivity
• Execute schedules and plans based on volume trends and channels identifying and developing process and performance improvements
• Update Senior Management on a timely basis regarding existing trends and issues
• Develop and execute strategic plans to drive technical center to meet Departmental goals
• Develop teams within the call center to ensure the team is successful by meeting Key Performance Indicators (KPI) and goals set by the department

You Will Need to Have:

• Over 5 years of experience in a variety of customer service environments
• Experience leading a technical call center
• Ability to build and support a diverse culture to drive innovation and business results
• Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals
• Ability to work collaboratively with various parties in obtaining and achieving common goals; demonstrated experience in team building through collaboration and open communication
• Demonstrates excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
• Ability to inspire, implement and execute new process and procedures effectively
• Strong interpersonal, organizational and follow-through skills
• Highly flexible with a strong commitment to a deadline-oriented environment
• Must be a self-starter, driven, assertive and have a positive attitude
• Excellent verbal and written skills, including ability to write clearly, concisely, and logically
• Ability to work well with all levels of management and staff
• Strong knowledge of customer service best practices
• Leadership and relationship development skills to effectively manage conflict situations

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