Customer Service 24x7 Manager Stratus Technologies
THIS JOB HAS EXPIRED Description
People count on Stratus when their important computer applications need to be up and running all the time.
For organizations and their customers that depend on uptime, Stratus is the proven provider that helps protect lives, money and reputations. We prevent downtime, we don?t just recover from it. Our products, services and people provide worry free uptime so our customers don?t have to. Long-time customers include credit-card and ATM networks, hospitals, manufacturing and utilities companies, securities and brokerage firms, 9-1-1 emergency call centers, and similar mission-critical operations where the potential harm from service failures is very high. Stratus assures uptime for just about any application that, if unavailable, interrupts the flow of business.
Customer Service 24x7 Manager
Responsible for leading a team of individuals that support customers and partners who are using hardware and software products that deliver the highest levels of uptime to meet critical business requirements. Supervises and provides technical guidance to 24x7 team members, including training, coaching and mentoring to deliver the highest levels of customer service and satisfaction.
Principal Duties and Responsibilities:
Manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
Foster positive employee morale, building trust, respect and credibility for the department modeling the Stratus values.
Oversees and manages all staffing responsibilities that include interviewing/selection, development, coaching, motivating, rewarding, counseling, and corrective action in accordance with company culture, processes, & practices, and within applicable employment laws/regulations.
Participate in meetings with customers and partners, as required, to address critical concerns about product and/or service delivery problems. Create and communicate plans to address these problems.
Plan and ensure the availability of the resources needed to successfully and effectively operate a 24x7 team.
Responsible for the department?s expense budget.
Interact with senior members in other areas of the company to insure effective information flow and work coordination.
Monitor new product development schedules and adjust the operation and/or resources to meet the increased workload associated with shipment of these products to customers and partners.
Identify areas for customer service improvements and policy changes.
BS/BA Degree in either a technical or management discipline, or its equivalent. Must have enough technical competencies to manage the growth and effectiveness of the team.
Minimum 5 years of experience in a fast paced customer call center environment with at least 2-3 years supervisory experience required
Excellent communication/customer relation skills.
Strong organizational skills and ability to multi-task required.
||Phoenix, AZ |
THIS JOB HAS EXPIRED