SUMMARY

The Technical Office Manager is responsible for the daily oversight and management of LINET Americas technical call center. This includes managing staffing needs and Service tickets and call volume, ensuring appropriate response and effective resolution to customer issues, implementation and adherence to business processes, strict adherence to Quality requirements, and identifying opportunities for workflow optimization.

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, federal and other regulatory agencies, as well as sales and service personnel. Must be able to communicate effectively with all levels of customers and employees, both in writing and orally. Bi-lingual in Spanish is a plus.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts and operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides direct oversight and management of daily operations of the Technical Call Center, including appropriate staffing levels, customer escalation management, customer complaint processing, and CX technical support staff performance management.

• Lead, organize motivate, evaluate, and develop a high-performing Technical Office team to ensure operational excellence and continuous improvement
• Serve as a daily advocate for customer needs across the organization, driving improvements in support delivery and contributing to a consistently exceptional customer experience
• Manages and reports on Key Performance Indicators to functional management.
• Utilizes call center data and key performance indicators to evaluate business and staff performance.
• Continuously identifies and facilitates opportunities for improvement and development.
• Demonstrates dynamic leadership and effective communication promoting an engaged employee culture. Provides CX technical support staff recognition and opportunities to be vested in solutions.
• Implements creative customer-centric interactions and workflows. Monitors and identifies improvement opportunities to ensure a positive customer experience.
• Lead and report the prioritization of product defects and enhancement requests
• Implements department-specific systems, processes, and critical business procedures as needed in accordance with compliance and business objectives.
• Collaborates with the spare parts team to ensure proactive parts stock levels are maintained
• Escalates relevant information on product complaints to appropriate individuals as necessary.
• Conducts written review of staff performance, which involves identifying training needs, improvement opportunities, individual agent goals and objectives, and disciplinary actions as required.
• Monitors calls to ensure the highest level of quality and pursues coaching opportunities for maximizing agent performance as required.
• Regularly engage with the organization’s sales team to drive solutions for customers
• Ultimately responsible for customer-escalated issues and driving all efforts towards effective resolution.
• Provide staffing and escalation/management support for a 24x7 operation
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES

This position supervises and manages the following employees / functional areas:

• Customer Experience Leads