Manager, Production Support

at  OpenText

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

THE OPPORTUNITY:

We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.
This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

SKILLS & EXPERIENCE:

• Prior Contact Center experience
• Prior management experience
• Demonstrated knowledge of industry best practices
• Strong analytical skills and understanding of key metrics associated with call center environments
• Strong staff coaching and counseling skills to influence others to take action and achieve objectives
• Bachelor’s degrees in business or related field or equivalent with at least 3 to 5 years of customer applications support experience. Advanced degree desirable.
• Knowledge and experience in backup and recovery, cloud-based solutions and services.
• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Experience managing Partner and customer escalations and relationships
• Proven leadership, project management and problem-solving experience
• Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
• Manage escalated customers with diplomacy and professionalism
• Strong verbal and written communication skills
• Ability to define problems, gather data, establish facts, and draw valid conclusions
• You are self-directed, and know how to get the job done as quickly and efficiently as possible
• You are a natural motivator, able to turn any negative into a positive
  OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com

Please refer the Job description for details