Current states available for remote hire: AL, AR, FL, GA, IL, IN, KS, KY, MO, MS, NC, SC, TN
The Customer Support Manager is responsible for taking full ownership of the Customer Support department’s performance and the customer experience in a high-volume remote call center setting.
What we need from our Customer Support Manager:
- Ability to lead a team in a positive & proactive approach
- Take ownership & recognize trends
- Strong time managerment skills and able to meet deadlines
- Have initiative to implement new policies and procedures
- 5 years + Call Center / Contact Center Leadership experience
- Telecom experience preferred
The Customer Support Manager coaches, inspires, motivates, and develops a team of Customer Support Leaders and Specialists focused on providing exceptional customer experiences while meeting or exceeding established goals. This person takes a proactive approach to problem solving, responds promptly and professionally to escalated issues as they arise to ensure positive resolution achieved, and manages daily activities within department. The Customer Support Manager is responsible for implementing new policies, developing action plans, and driving positive change to produce quality results that align with company mission and values. The Customer Support Manager promotes a positive team culture by celebrating success, managing change effectively, and providing consistent coaching and continuous development opportunities to team with a positive attitude.
Responsibilities:
- Manage and oversee department activities for team of Customer Support Leaders and Specialists within the contact center
- Analyze department performance, showing judgement and initiative to meet and exceed established department goals
- Assists in the development of call center technology and productivity tools by monitoring performance levels and providing feedback for enhancement solutions. Tracks, analyzes, and reports performance data on key performance indicators
- Attract and hire quality talent who thrive in a fast-paced, customer centric environment and share in company’s core principles and mission
- Produce schedules, monitor attendance, and communicate staffing impacts while setting and enforcing attendance expectations with the team in collaboration with Work Force Management and HR. Ensure proper allocation of department resources to achieve department goals efficiently and successfully
- Make decisions and solve problems while working under pressure in fast paced environment. Responding promptly, resourcefully, and professionally to escalations and issues as they arise. Effectively de-escalates conversations and identifies needs while also setting proper expectations and following through to ensure positive resolution is achieved.
- Interact with customers, employees, leadership, and vendors via multiple communication channels including telephone, email, chat, video conferencing, and other communication channels
- Develop, facilitate, and administer effective training, in collaboration with the Training and Quality department to support the success of new and existing employees. Continuously identify and address any training gaps present
- Analyze customer interactions on consistent basis against established quality standards, as well as continuously promote and enforce quality standards with team. Develop new and enhance existing quality standards that lead to improved customer experiences.
- Create an environment in a virtual setting that fosters teamwork, accountability, and efficiency, while positively impacting the employee and customer experience. Provide input, as well as communicates, the company strategy and motivates the team toward achieving company vision, mission, and purpose.
- Facilitates team engagement activities, manages change effectively, and celebrates successes to promote a positive team culture.
- Develop coaching plans in a feedback-rich environment based on performance standards. Provides consistent coaching, feedback, and mentoring to team to promote continuous improvement, growth, and professional development of assigned direct reports
- Displays strong organizational and excellent time management skills, prioritizing tasks effectively. Comfortable managing through ambiguity and possesses strong critical thinking skills. Consistently exercise independent judgment and discretion in times of significance.
- Partner with peers and leaders across the work streams to drive the development of consistent tools, processes, analyses, and reporting to enhance the department and ensure alignment
- Appropriately delegate tasks and responsibilities with team of leadership direct reports to meet deadlines and department objectives
- Acts with a sense of urgency and quickly identify trends in metrics, behaviors, and systems to respond with appropriate, prompt action
- Administers all company policies, taking appropriate action as necessary and supporting an employee and customer center organization
- Performs other duties as needed or assigned
Requirements
- Bachelor’s degree or equivalent work experience
- Five or more years of Call Center Leadership experience, preferably including experience in Telecommunications, Customer Service, and/or Billing
- Telecommunications industry experience preferred
- Ability to work in a fast-paced environment. Multitask, set priorities, and manages time effectively.
- Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capabilities.
- Enthusiastic, personable, and a “can do” attitude.
- Experience creating policies and procedures, developing workflow processes, and reporting out results
- Strong computer and data entry skills. Proficient in common office software including Microsoft applications.
- Basic functional, analytical skills (budgeting, costing) in a call center environment
- Strong relationship building skills and business acumen, including responsiveness and technical understanding of customers’ present and future needs.
- Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures
- Strong mathematical, analytical, communication and organizational skills
- Knowledge of Call Center and Management best practices
- Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
- Self-motivated and must excel in a minimally managed, high-profile position
- Experience leading, engaging, and monitoring a remote team
- Ability to travel between various office locations along with vendors sites.
Additional Qualifications:
- Must meet the Home Office Requirements below to qualify for remote / work from home positions:
- Self-motivated and the ability to work independently with little or no supervision in a remote setting.
- Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
- Have a steady work surface
- Have a comfortable chair
- Adequate lighting
- Working smoke and carbon monoxide detectors
- Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
Current states available for remote hire: AL, AR, FL, GA, IL, IN, KS, KY, MO, MS, NC, SC, TN
What we offer:
Clearwave Fiber appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions such as:
- Short & Long-term bonus plan
- Medical, dental, and vision plans – begins when you start!
- Company-paid life insurance, with voluntary options for dependents
- Company contributions to HSA/HRA accounts, with FSA plan available
- Paid Time Off (up to 20 days in 1st year!)
- 401(k) with match – vested upon hire
- Company paid short-term & long-term disability plans
- Employee Assistance Plan
- Employee Referral Plan
- Additional Perks
- Free Clearwave Fiber services if living within service area
- Tuition reimbursement – Clearwave Fiber encourages staff members to pursue ongoing education and gain industry certifications
- Clearwave Connections – Associate recognition program
- Employee Assistance Plan and 24/7 Health Advocate at no cost to you
- Voluntary accident, critical illness, hospital indemnity and legal plans
- Employee Referral Plan
- Collaborative work environment
Our Core Values:
Purpose – We are about more than ourselves.
Ownership – We are owners.
Courage – We embrace challenge.
Resourcefulness – We find a way.
Simplicity – We focus on what matters.
About us:
Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network to reach new communities across the Midwest and Southeast regions. This new venture was formed from Hargray Fiber and Clearwave Communications. Clearwave Fiber has the financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization. Our Team of more than 400 colleagues is committed to delivering the most advanced technology and customer service. If you enjoy technology and are passionate about working with a new venture with strong investment partners, we’d like to invite you to consider joining us in this endeavor.