Customer Support Manager

Description

Job Summary: Plans and directs all aspects of the organizations Customer Support Center policies, objectives and initiatives. This individual is a strategic manager working with other managers throughout the system. Responsible for operations, client services, developing new support offerings and growing existing business.

ESSENTIAL FUNCTIONS:

• Leads a well-defined support unit, providing timely and effective support to staff, customers and business partners in accordance with service level agreements.
• Analyzes current workloads identifying areas of organization weakness and implementing changes to processes to increase efficiency and quality of customer service.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Manages and develops staff with a focus on retention and growth that enables and recognizes excellence.
• Manages the training, development, and support of staff through team meetings and individual discussions with each staff member to assess job satisfaction, goal achievement and current or potential issues or roadblocks.

ADDITIONAL FUNCTIONS:

• Works with customers, other Farm Credit employees, vendors, and outside parties.
• Maintains knowledge of customer service and call center metrics that drive an environment of continuous improvement.

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

QUALIFICATIONS:

• Bachelor's degree in Management Information Systems, Business Administration or related field, or equivalent experience with a minimum of seven years' high-level call/customer service center leadership experience, preferably in the financial services industry.
• Proven ability to enhance employee engagement in fast-paced environment, effectively supervise and develop staff.
• Professional Help Desk Manager certification or equivalent experience.
• ITIL certification preferred.
• Strong organizational skills, keen attention to detail, accuracy, capacity to perform multiple tasks simultaneously in a fast-paced atmosphere, ability to prioritize tasks.

WORK ENVIRONMENT: Typical noise levels for an open, cubicle-styled environment.

PHYSICAL DEMANDS: This position requires periods of standing, walking, and the use of computer equipment. Additional physical demands include, but may not be limited to, talking or hearing, push/pull, stooping, kneeling, reaching w/hands and arms, and lifting at least 10 pounds.

WORK AUTHORIZATION: Authorization to work in the United States is required.

REASONABLE ACCOMODATION: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.