Manager, Customer Support

Overview

This role will be accountable for leading and managing direct operational staff in service of the achievement of key operational goals and continued improvement of processes. The role will be accountable for the overall performance and culture of our team and will be managing all operational matters with their internal and external partners and will have oversight on activities that support the operational infrastructure, performance, and efficiency.

The Operations Manager I plays an integral role in leading the Operations in achieving strategic performance initiatives by taking action and exercising strong leadership judgement and decision-making skills to ensure that the department goals are met/exceeded.

Responsibilities

Specific responsibilities include but are not limited to:

• Serve as internal Screening project lead and participates cross-functional project work and decision management
• Hold team leads to account for critical process metric delivery and active coaching of front-line staff.
• Manage and develop teams of individual contributors and managers in roles with moderate work complexity and risk in the Operations functional area.
• Work with more experienced management to develop and execute business strategies
• Identify and recommend opportunities for process improvement and risk control development within the Operations functional area.
• Develop and implement business unit strategies.
• Provide expertise for technical, operational and processing functions related to business unit
• Determine appropriate strategy and actions of Operation management functional team to meet moderate to high risk deliverables
• Interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility across business lines or functional areas
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Engage and influence stakeholders, internal partners and peers associated with the function or affected by its outcomes
• Manage allocation of people and financial resources for Operations
• Develop and guide a culture of talent development to meet business objectives and strategy
  
  

Qualifications

• Bachelor's degree in Business, Management, or related field OR Minimum of 2 years College Education with equivalent work experience in a Senior Operations Management capacity.
• 1+ years experience managing an Operations of at least 100+ customer operation staff.
• Customer Service experience and notable accomplishments in a customer/client service/Contact Center environment
• Strong knowledge of technology in a multi-channel operation (i.e.,voice, email, web, chat, etc.) supporting various lines of business.
• Proven track record in Operations role, including solid experience in process improvement and transformation, workflows, deliver substantial savings and achievement of operational targets.
• Highly motivated and committed individual to meet department and corporate objectives
• Constant drive to improve company performance and results.
• Must thrive in fast paced environment contributing to positive culture.
• Data driven/analytical orientation.
• Highly engaged and customer focused with strong demonstration of customer service and stakeholder management.
• Excellent interpersonal skills.
• Demonstrable experience in driving results and management of teams to improve and exceed expectations.
• Amenable to work in a night shift schedule.