Job Description:

A Senior Customer Service Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

Responsibilities:

- Establish and drive execution against the strategic and operational goals for our Support organization, including defining long-term objectives, building methods to measure success, and setting targets for key metrics

- Set reasonable customer satisfaction goals and work with teams to meet them on a consistent basis.

- Leading and developing a team of 50 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.

- Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service

- Assist in developing and implementing training programs to improve the quality and productivity of the team.

- Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken

- Analyze data trends and develop action plans to manage departmental challenges

- Be the first point of contact on customer support escalations via email

- Perform daily coaching of team members for productivity and performance

- Coordinate resolution with appropriate support areas as necessary

- Collaborate and communicate with multiple levels of management as needed

- Provide feedback to management regarding necessary changes and updates including policies, upgrades and customer care issues

- Analyze available metrics, reports and other information to identify trends and needs

- Define, communicate, and act on in-depth Customer Support related KPIs or trends including CSAT, ensuring optimal customer NPS and reference ability around our Support programs, and executive-level alignment both internally and externally

- Provide subject matter expertise on customer care strategies and processes when representing the department

- Drive operational process improvements to build consistency and quality into Customer Support delivery

- Collaborate with Product and Engineering teams to evaluate incident data and design new offerings and features or improve existing ones with serviceability in mind

Skillset

- Experience as a team leadership in a call center environment (voice or non-voice)

- 8 to 12 years of overall experience

- 5+ On floor hands on Customer Support experience

- 5+ years of recent experience successfully managing, growing, and scaling a global customer support program with 24x7x365 availability, including defining strategic objectives and leading teams to deliver on those objectives, hiring and training first class internal and outsourced customer support staff, and meeting enterprise grade SLA/CSAT obligations

- Prior experience with supporting consumer electronics products, technology platforms required.

- Experience managing a large, culturally diverse team

- Experience in project management, customer support or customer communication

- Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

- Excellent communication, teamwork, interpersonal and customer service skills

- Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

- Ability to meet or exceed all published performance standards measured weekly, monthly and YTD

- Ability to maintain job discretion and handle confidential information

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