Manager, Support Services

Your Role:

• Ensure professional and courteous customer support services.
• Promote a productive and positive experience with customers to ensure high quality support.
• Handle escalated customer service issues as needed.
• Control costs by managing staffing levels, adjusting as volume dictates.
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Administer motivational programs including incentives and contests to drive performance.
• Work across departments in support of the organization.
• Manage the activities of team members.
• Conduct hiring, firing, performance appraisals, and pay reviews.

Skills Requirements:

• Bachelors Degree, required
• Six plus years of experience with at least one year of leadership responsibility.
• Business acumen, excellent communication, leadership skills, functional area expertise, and relationship management.