The Contact Center Manager for Technical Support leads the technical support team; coordinates the workforce planning process and communicates properties’ technical service events (outages, maintenance, etc.), to customers and internal departments to provide resolutions to customer issues and ensure our white glove customer promise.
RESPONSIBILITIES:
Train and motivate employees; manage the planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution. Ensure staffing levels meet needs.
Lead and manage the team to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs.
Provide coaching and mentoring to create and foster engagement, as well as a high- performance culture.
Review the performance of staff, identifying training needs and partner with Training & Quality team to implement training opportunities for new and existing team members.
Oversee the accurate review and completion of escalated work items and work with other departments to ensure timely resolution.
Analyze trending call types to offer agents solutions for handling calls focus on pending activity to provide a quality experience for customers.
Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service.
Act as management escalation point for escalated calls.
Keep abreast of new company products, services and procedures to ensure thorough team communication.
Maintain positive department morale through, subordinate feedback and establish promotions, contest, events, etc. to keep a positive work environment.
Identify and eliminate barriers to accuracy, productivity, and quality.
Communicate service interruptions to customer service, internal departments, and customers.
Ensure all employees are providing the same levels of assistance and handling for issues in similar manners to maintain excellent and consistent service.
Improve productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing changes.
Ensure compliance and consistency, taking corrective action as necessary and documenting issues and actions taken.
Deescalate situations with unhappy customers using good mediation skills.
Other duties as required or assigned.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Demonstrated ability and experience in providing leadership and motivation and at least 4 years relevant experience managing a team
Knowledge of cable and telecommunications products and services
Strong technical analysis skills: innate curiosity and desire to dive into the numbers and seek to understand
Direct experience in Contact Center Operations (Customer Service and Technical Support)
Strong oral and written communication skills, in English, other languages a plus
Passion for ensuring a great customer experience with every contact.
Ability to drive departmental change
Ability to work a flexible schedule that includes, days, evenings, weekends and holidays
Knowledge of general Customer Experience metrics (CSAT, CES, NPS, etc.) – a plus
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Telecommunications
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