Technical Services Call Center Manager

at  Deposita An Allied Universal Company

JOB DESCRIPTION

Immediate Need for Experienced Customer Service Call Center Leader with excellent people skills - who loves problem solving, coaching and developing others and fosters teamwork? This role will be based in our Jupiter, Florida office. Let’s chat!
Deposita, an Allied Universal® Company, is hiring a Technical Services Call Center Manager. The Technical Services Call Center Manager provides leadership to the Technical Services Call Center team by overseeing daily operations of the Call Center. The successful candidate’s responsibilities will include mentoring, developing, and leading the Tech Services Call Center Team along with establishing key quality measurements to ensure a high level of customer satisfaction.

QUALIFICATIONS (MUST HAVE):

• Must possess one or more of the following:
• Associate’s degree in human resources, business administration, communications, or related field of study
• High school diploma with a minimum of four (4) years of work experience in training and development
• Minimum of two (2) years of experience developing and delivering training content
• Minimum of two (2) years of management or supervisory experience
• Experience in retail operations, training, help desk, cash handling, customer service (inbound/troubleshooting), accounting, loss prevention or guest services industry
• Experience developing comprehensive training materials (presentations, participant manuals, job aids, etc.)
• Experience delivering training both in-person and virtually to large and small groups
• Work experience must demonstrate each of the following:
• Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients’ business models and needs
• Ability to coach and provide effective feedback to team members
• Ability to develop and present technical content in a friendly, empathetic, and helpful manner
• Ability to be a skillful and fluid communicator, processing the flexibility to communicate effectively with each client representative and other client personnel in the style and manner that they prefer
• Willingness and ability to act as a Customer Service Center Representative answering customer calls, troubleshooting, and learning more about the customer experience, by covering different shifts during periods where store training is reduced
• Willingness and ability to travel as needed
• Effective oral and written communication skills
• Planning and organizing skills
• Proficiency with Microsoft Office Applications
• Identifying needs and taking initiative
• Problem solving
• Active listening
• Encourage effective teamwork
• Assess and evaluate situations effectively
• Identify critical issues quickly and accurately
• Compile, sort, and interpret data
• Research, investigate, compile information
• Mediate conflict with tact, diplomacy
• Write informatively, clearly, and accurately
• Coaching, mentoring, creating a motivational environment
• Strategic Orientation
• Team Leadership
• Setting and achieving goals
• Teamwork
• Attention to detail
• Strong technical skills including software, hardware, and troubleshooting

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Ability to develop e-Learning content
• Scheduling, logistics, and operations experience
• Experience working with a Learning Management System (LMS)
• Training experience in a retail environment
• Bilingual proficiency
• Current and valid driver’s license

• Oversee day to day operations of both in office and remote Technical Customer Service and Device Support Team to ensure key organizational measurables are met
• Actively foster a culture of continuous improvement through the use of active critical thinking skills that positively impact the external and internal customer service experience and deliverables
• Maintain appropriate staffing levels by partnering with Human Resources to recruit, select, orient, train and retain employees
• Develop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvements
• Identify, implement, and improve the daily management of call center technology systems
• Effectively conduct team meetings to update members on best practices and to help drive consistency
• Work in partnership with senior management to develop operational strategies and personal development opportunities.
• Manage escalated support calls to ensure they are handled in a prompt manner
• Complete special assignments and projects as requested
• Manage attendance, payroll processing, conflict resolution, and scheduling of Customer Service Center (CSC) Team
• Respond/address team questions and/or customer issues related to system or device support training
• Conduct performance appraisals, discipline, and other personnel actions in regard to those under his/her direct supervision
• Participate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needs
• Follow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase compliance
• Accomplish leadership results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
• Maintain safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations
• Provide quality service by enforcing quality and customer service standards
• Supervise day to day tactical issues, minimize customer escalations and support front line agents on issue resolution
• Handle the first line escalation of operational issues
• Keep leadership and key customers aware of issues; and identify opportunities to improve efficiencies and customer experiences