Manager, Customer Support

The Manager, Customer Support will be responsible for directing the Consumer sales and service activities, including meeting/exceeding established sales/ customer service goals, leading vendor service providers, team staffing/development, and ensuring excellent customer service. This position will be a key leadership role, with strong competencies in serving as a business and organizational leader who can influence continuous improvement while meeting business objectives.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

• Provide leadership, motivation, direction, instruction, and accountability to the Consumer sales and service delivery team.
• Set performance goals, provide feedback regarding actual performance, and provide guidance to correct off-target performance or behavior. Plan and develop programs and job growth opportunities for the team. Evaluate or review job performance evaluations; hire, promote, and utilize corrective action to retain talent and improve performance.
• Manage the daily operations of the service center to ensure the Company's objectives to deliver superior customer experience.
• Ensure Consumer product orders are reviewed & entered on time and accurately.
• Create a team that is dedicated to outstanding customer experience and continuous improvement.
• Manage the team's performance with operational metrics and KPIs for sales and service delivery.
• Consistently evaluate and implement improvements to eliminate waste and effectively manage costs. Constantly look for areas to improve how we conduct business with the end customer in mind.
• Ensure customer transaction requests are conducted accurately and accordingly to service standards
• Ensure compliance with internal policies, procedures, and federal and state regulations.

POSITION QUALIFICATIONS

Competency Statement(s)

• Change Management – The ability to identify areas requiring a change in process, policies, or technology that will significantly move the business toward its objectives.
• Business and Process Leadership – The ability to map processes and understand interlinkages to each other and the systems supporting the processes. Strong ability to coordinate with sales, service, engineering, field operations, finance, and other departments in the Company. Ability to drive process metrics and measures, measurement points in a process, and the ability to drive improvement and process change.
• Communication Skills – Successful candidates must have excellent oral and written communication skills. Strong communication/interpersonal skills emphasizing decision-making, conflict management, team building, and teamwork. Must be able to develop work plans, work effectively as a team member, report on the status of projects, and represent the SVP in any meeting.
• Customer Centricity – An attitude of the customer as the key to success and keeping the customer's interests paramount.
• Execution Discipline – Ability to meet commitments - A strong commitment to meeting deadlines and commitments and driving the organization to deliver on such commitments.
• Personal leadership – Demonstrate personal leadership in all aspects of work, lead by example, and demonstrate strong personal accountability and ownership. Staying focused on the end game - and managing all dials to get to the desired outcomes.
• Financial Management – Ability to assist the SVP in managing revenue and expense budgets, planning and forecasting, and active financial management. Business case development - Ability to develop business cases for specific initiatives.
• Lean Leadership –Actively grows and promotes lean process improvement usage within the department and within the Company. Strives to eliminate all waste – that which does not bring value to the customer – through the use of Lean PI.
• Organizational Development – Building and leading staff/teams; coaching, mentoring skills. Ability to hire and lead a team of staff or multiple teams, with background and experience in performance development, evaluations, etc. Ability to mentor or coach individuals or teams, develop skills, identify developmental opportunities, and invest in building high-performing teams.

Minimum Qualifications

Bachelor’s degree in sales, marketing, communications, business, economics, or related field. Equivalent supervisory call center, customer service, or management may be substituted for the degree requirement on a year-for-year basis plus six (6) years of progressive customer service experience. At least two (2) years must be in the telecommunications industry, demonstrating expertise with telecommunications markets, products, services, and pricing. Must have at least two (2) years of experience supervising call center employees or support staff.