The Product Support Manager is a key member of the support leadership team and will help to shape the overall culture and direction of the organization through their actions and decisions. S/He will be responsible establishing performance goals, managing work assignments, inspecting results and coaching for success. Individuals will be responsible for setting schedules, managing PTO and ensuring proper coverage is maintained. S/He will also responsible for the staffing, ongoing training and development, and overall salary management of their teams. Managers are ultimately responsible for maximizing customer satisfaction while delivering against specific metric and budget targets. As such, one may need to step in to help with escalated calls, issues and/or customers. Individuals will provide employee guidance within the latitude of established company policies. The role will also make recommendations to changes in policies and establish procedures that affect the product support organizations.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
Monitor and manage both phone and e-support queues to ensure customer issues are responded to and addressed in a timely manner
Hire, coach and develop individuals and teams to ensure smooth day-to-day operations while facilitating teamwork, career growth and employee retention
Maximize customer satisfaction while delivering against specific metric and budget targets.
Work to motivate staff while growing capacity and proficiency across **MEMBERS ONLY**SIGN UP NOW***.’s suite of solutions.
Develop and maintain both an on-boarding program as well as a continuing education curriculum for the team.
Serve as an internal training resource when appropriate.
Bachelors degree in business or computer related field
Excellent interpersonal skills with strong written and verbal communication skills
Excellent computer proficiency in MS Office applications
Demonstrated ability to handle multiple, changing priorities and deliver results with high degree of accuracy
Excellent customer service skills
Strong time management skills
Excellent critical thinking skills & demonstrated problem solving abilities
2 years previous leadership experience, preferably in support
3-4 years of support center experience
6 previous leadership experience in a call center or product support environment
SCP manager certification
General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.
Long-distance or air travel as needed – not to exceed 20 % travel.
Periods of stress may occur.
Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
Some walking and standing relative to interaction with other personnel.
All your information will be kept confidential according to EEO guidelines.
Experience required: Mid-Senior Level
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