Manager - Technical Operations Center

JOB SUMMARY

Manages and leads Tier 1 technical support call center activity. Daily interaction with all levels within the Momentum organization, external customers, internal workgroups and employees.  

GENERAL DUTIES AND RESPONSIBILITIES:

Responsible for the effective and efficient daily management of all Tier I call center technical support/customer care activities and customer interactions.   Leads, coaches and directly manages all White Label Support Supervisors.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coach, develop and lead Tier I Technical Operations Supervisors in performing effective and efficient Tier I daily call center customer service tasks and interactions.
• Create a customer-centric work environment that promotes team spirit and employee satisfaction while accomplishing company goals and objectives.
• Recommendation and implementation of efficient processes throughout the call center operations.
• Identification, recommendation and implementation of process improvement.
• Meet daily staffing level adherence goals in partnership with the team management.
• Meet or exceed all customer satisfaction and service level goals.
• Meet or exceed all Momentum productivity objectives.
• Work with the Training Management to ensure the delivery of effective training, coaching and development of all Tier I CSRs.
• Assist the Manager of Technical Operations in the timely execution of all operational strategies.
• Serves as an after-hours point of escalation for Supervisor team.
• Project management and other duties as assigned.
• Occasional availability after hours for event calls or customer escalation concerns.

MINIMUM REQUIREMENTS

• Current center performance standards are met or exceeded.
• High school graduate.
• One year of experience as a supervisor in a call center environment.
• One year of direct supervision of 10 or more Technical Support Reps with a proven track record of meeting Rep goals.
• Demonstrates basic knowledge of call center operations and practices.
• Demonstrates basic knowledge of supervisory and leadership practices.
• Demonstrates ability to solve complex problems.
• Proficiency in Windows, Internet Explorer, Word, Excel, PowerPoint, and Web-enabled, technical Help Desk applications.
• Working knowledge of call center technical support best practices.

PREFERRED REQUIREMENTS:

• Two or more years of supervisory experience in a call center environment.
• Two or four year degree from an accredited college in a relevant field of study, i.e., management, business, technical.
• Momentum Supervisor experience.
• Demonstrates extensive knowledge of call center operations and practices.
• Demonstrates extensive knowledge of management and leadership practices.
• Working knowledge of change management practices.
• Exceptional and in-depth understanding of call center technical support practices.

JOB CONDITIONS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the associate is:

• Required to sit for extended periods.
• Use hands to reach, hold and type.
• Able to hear and possess strong listening skills.
• Occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl.
• Able to carry up to 30 lbs.
• Specific vision requirements for this job include close vision, distance vision, color vision, depth perception, and ability to focus.
• Occasional availability after hours for event calls or customer escalation concerns.
• Must be able to speak clearly.