Manager, Customer Support Peopleclick
THIS JOB HAS EXPIRED
Responsible for managing customer telephone support activities for a specific product line; ensuring timely resolution of customer product problems received over the telephone and conveying customer feedback to product development staff. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Solicits and responds to customer feedback. Assists in documenting and facilitating policies and procedures for the assigned team. Promotes sales of various service options. Promotes and maintains a high quality, professional, service-oriented company image among users.
?Manage the progress of assigned support area(s), and present accurate and timely updates.
?Manage risk in the best interest of the department and organization.
?Work with the appropriate organizations within the company in the area of support for resource planning.
?Participates in cross-functional organizational objectives
?Partner with key senior technical contributors to ensure project success, and to drive product direction.
?Keep abreast of current and new talent management and technology trends, including support best practices, via trade journals, conferences, or educational opportunities.
?Maintain an awareness of company objectives.
?Actively work to attract, retain, and develop associates in assigned area.
?Lead and promote more effective support practices and continually look for more efficient ways for the organization to provide product support.
?Recommend and implement consistent productivity process improvements including metrics and other operational measures to improve the support organization.
?Communicate clearly defined individual and team objectives to team members, resulting in their acceptance of those objectives.
?Adhere to the support policies and procedures.
?Recommend and implement alternatives for improving support performance.
?Participate in special projects as the business needs demand.
?Assist with budget and salary responsibilities as needed.
?Serve as a champion for product support within the company and with customers.
?Serve as a spokesperson for the support operation and the organization, as needed.
? 3-5 years experience managing/supervising in a call center environment SaaS support center experience, preferred
?Ability, with general guidance, to effectively lead in a team environment characterized by change and ambiguity
?Expert customer service skills
?Thorough understanding of the company and its policies and procedures
?Expert understanding of the support tools, operations, procedures and concepts
?Working level knowledge and understanding of all components and technologies that comprise software support.
?Working level understanding of the newest disciplines and techniques used in the software support operation.
?Working knowledge of current company strategic guidelines
?Solid understanding of industry standards
?Demonstrated level skills in communication, organization, presentation, leadership, coaching, problem solving and negotiation
?Working level understanding of related market and user needs, with the ability to formulate effective solutions to address those needs
?Ability to work across functional areas (development , marketing, field, etc.) within the organization
?Expert level project management skills
?Working level knowledge of financial management skills
||Two Hannover Square |
Raleigh, NC 27601
THIS JOB HAS EXPIRED