Stuller, Inc.

  • Customer Care Operations Support Mgr

    Job Locations US-LA-Lafayette
    Posted Date 4 weeks ago(10/17/2018 12:59 PM)
    Req No.
    2018-6705
    Type
    Full-Time
    Category
    Sales
    Work Hours
    7am - 8pm
  • Overview

    The Operations Support Manager will be the owner of special projects, continuous improvement and team building initiatives.  As a leader in the Care center, this high-visibility role is a key contributor to the successful delivery of outstanding Customer experiences every day.

    Qualifications

    • Bachelor’s degree in a relevant discipline required; equivalent combination of education and experience will be considered
    • 5-10 years of relevant leadership experience in a Contact Center, Internal Operations Contact Center, or Customer Support function
    • Experience managing cases through phone, email, and chat support
    • Experience in coaching and training
    • Experience with Contact Center metrics and standards
    • Knowledgeable user of Microsoft Office

    Responsibilities

    • Work directly with a team of leaders in a B2B contact center with high touch service metrics in multiple support queues including phone, social media, chat and email
    • Coach, motivate, and provide tactical direction and feedback to support team; conduct regular daily meetings, huddles, and side by side coaching sessions
    • Nurture a positive work environment, and ensure that the team is fully supported with company directives, product changes, and open service issues
    • Maintain a close relationship with the operational team and empower them with known service issues and propose resolutions
    • Build and foster key relationships with senior leadership across the organization to ensure that issues are being communicated on a real time basis
    • Manage multiple continuous improvement projects to drive increased Customer satisfaction, employee satisfaction and business growth
    • Develop scorecards for Associates and Leaders to drive accountability and transparency
    • Ensure that all scorecards, QAs, Cases and other reports are handled/completed in specified time frames
    • Suggest and implement changes that are needed to move the department in a positive direction
    • Other duties as assigned

     

    Desirable

    • Experience managing leaders
    • Experience managing B2B Sales & Support
    • Experience managing at least 5 direct reports
    • Experience scaling and growing new departments
    • Experience with Contact Center Telephony (ideally Avaya products)
    • Experience with Salesforce, Netsuite or other cloud CRM
    • Experience with Oracle
    • Experience with Contact Center Quality Assurance & Training
    • Prior use of WFM tools (Blue Pumpkin, IEX, Aspect, ININ), reporting tools and data BI tools 
    • To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed