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Senior Manager, T1 Contact Center Support

Company: Jobleads
Location: Poway
Posted on: May 3, 2021

Job Description:

Senior Manager, T1 Contact Center Support Tier 1 Poway, California Founded in 2007, , is an award-winning tech company, whose mission is to be the world's most convenient self-service cloud communications platform for entrepreneurs and small companies. Our virtual phone service delivers a complete suite of enterprise- grade, unified, communication services at an SMB price. With offices in both San Diego, California and Newark, New Jersey, our team has built the most robust business communications platform on the planet - always available, cloud-based phone system that grows with our clients' business. Our Company is currently looking for a Senior Manager, T1 Contact Center Support to work in our Poway, California location (will consider Remote Leaders for this role). As a Senior Manager, T1 Contact Center Support, you will have the opportunity to oversee the largest department within 's Call Center, and the department that is responsible to provide world class service and support to our customers 24x7, 365 days a year. As the leader of this department, you will be tasked with continually improving the customer experience by meeting/exceeding established service levels for calls, chats, case management, etc. You will analyze trends and customer feedback to make process improvements. Create a culture within the department where everyone feels connected to customer churn and responsible for it. Foster a learning environment where employee engagement is a critical success factor for growth. Reports to: VP Sales / Call Center Operations Department: T1/Customer Support Job Type: Full-time, Non-Exempt Location: Poway, CA (will consider Remote Leaders for this role) Leadership Duties: Oversee Entire T1 Department and All Supervisors/Team Leads Oversee call center supervisors ensuring that our CS representatives are providing high quality service and achieving our KPI's. Lead team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching associates regarding processes and practices, and communicating expectations to agents. Assisting other management team members in identifying trends and establishing call center goals. Monitor coaching styles and make recommendations to improve frontline agent communication and performance. Provide guidance to Supervisors related to HR issues, attendance, and performance. Ensuring staff members are achieving desired service levels and taking corrective action, as needed by monitoring Salesforce Dashboards trends and analysis. Provide regular/structured coaching and development to all supervisors and team leads, and take part in learning initiatives with frontline when possible. Taking on other tasks or projects to support agents, other managers, and call center operations. Deliver best in class operational results, including call efficiency, low abandon rates, high survey rates, staffing utilization and operational efficiency. Success is measured by the departments ability to provide high quality support while meeting all service level goals, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, drive employee development, and achievement of metrics. Stay up-to-date on contact center trends and best practices and evaluate their potential impact within the call center. Drive a commitment to excellence, demonstrated through continuous team member development, enhancing employee engagement, service levels, job knowledge, skill development and team member satisfaction. Create a culture which fosters a professional workplace and the sharing of ideas Qualifications: Bachelor's degree in related field or equivalent experience/training 5 years of contact center leadership/operations experience or similar experience 3 years of demonstrated experience leading and managing teams and supporting senior leadership position Experience with workforce management and scheduling Advanced technical and troubleshooting skills preferred Salesforce Experience (Omni), Dashboards Preferred TalkDesk Experience Preferred Chat Workflow Experience/KPI's/Knowledge What Else are we Looking For? Excellent strategic and analytical skills, sound judgement and decision making with a clear and persistent attention to detail Desire to champion consistently high standards and focus on continuous improvement Results focused leader with the ability to develop teams and improve performance Ability to perform in a fast paced environment while maintaining a professional and effective approach in high stress situations Ability to prioritize large lists of projects with very limited resources Excellent verbal and written communication skills Extensive knowledge of customer service procedures and principles Decisiveness and attention to detail Strong interpersonal skills com CRM experience Ability to teach, coach, mentor, and develop a team of customer service representatives Highly organized and strong time management skills Ability to work in a fast paced, changing environment with minimal direction. Proficient in Microsoft Office Suite or Google Doc/Sheets, etc. related software An innovative, positive, and self-directed attitude We offer exceptional Benefits including: 100% Company Paid Health Insurance for you AND your family! 100% Company Paid Dental insurance 100% Company Paid Vision insurance Short and Long Term Disability Programs 401K Retirement Plan Flexible Spending Accounts (FSA) for Health, Dependent, and Transportation Paid time off We offer Additional Perks including: Weekly Grub Hub Stipend (while we work from home!) Quarterly Internet Stipend (to keep our WFH offices connected!) Employee Assistance Program If you'd like to be part of a winning, creative team, then come unleash your potential with as a Senior Manager, T1 Contact Center Support , where you'll be enhancing the lives of our customers and your career .

Keywords: Jobleads, Poway , Senior Manager, T1 Contact Center Support, Other , Poway, California

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