Technical Support Manager

As a Technical Support Manager at Corcentric, you will join a driven, collaborative team within an ambitious, entrepreneurial global organization. You will be instrumental in ensuring the operational success of a team of Technical Support Specialists (TSS), providing leadership in support of achieving Managed Business Objectives (MBOs) while driving continuous improvement in the day-to-day service performance of the team. You will be responsible for ensuring team productivity, quality, and customer-service standards, implementing change, process improvements, and problem resolution.

This key position reports to the Senior Manager, Customer Support within our Global Customer Success team. We're wholly dedicated to prioritizing best-in-class customer service. If you are a driven, service-oriented professional looking to join a growing organization offering plenty of opportunity, look no further!

As a Technical Support Manager, you'll be responsible for:

• Managing a team of Technical Support Specialists (TSS) supporting Corcentric Core Product; addressing and resolving customer complaints, questions, and escalations

• Overseeing operational activities to ensure adherence to all customer quality, employee performance, and productivity metrics
• Acting as front-line information source for answering TSS questions, assigning tasks, following up, and providing coaching and instructions as needed
• Ensuring customer cases are assigned and resolved within Service Level Standards, with utmost quality and consistency

• Leading team meetings to communicate company updates, recognize accomplishments, and foster a sense of urgency, responsibility, and accountability

• Leading by example, showcasing excellent customer service, sense of urgency, and professionalism for the team

• Working one-on-one with each team member to review individual performance, and provide coaching on skills improvements, professional development objectives and career goals
• Ideating and implementing process improvements to continuously drive quality and efficiency in service delivery, ensuring a proper balance between Customer Satisfaction, Employee Satisfaction, Quality, and Cost Reduction

• Monitoring and bolstering team morale through application of effective leadership, management, and coaching skills, as well as recognition of team performance
• Performing daily analysis of key performance indicators (KPIs) and metrics to ensure high performance, as well as researching ways to continually improve the quality and efficiency of business operations
• Reviewing and maintaining daily reporting requirements, analyzing results, and taking appropriate action

• Partnering with Product and Quality team to facilitate effective team training
• Partnering with cross-functional business partners to ensure real-time business updates and communications, equipping team with knowledge to effectively deliver high-quality, accurate, and effective service to customers

• Partnering with Workforce Management when appropriate to ensure staffing needs are met

Requirements

• A Bachelor's degree in related field or an equivalent combination of education, training, and experience
• Successful experience within a contact center environment, with recognized and measurable achievements
• Demonstrated leadership experience managing high-performing teams, with a commitment to core corporate and global support values
• Strong coaching and counseling skills to influence others to take action and achieve objectives
• Exceptional interpersonal and team building skills
• Demonstrated ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
• Strong analytical skills and understanding of key performance indicator (KPI) metrics associated with contact center environments
• Experience identifying and implementing strategies that result in improved efficiency, quality, employee, and customer satisfaction
• Outstanding verbal and written communication skills, with the ability to successfully collaborate with all levels of the organization including cross-functional colleague, executive leadership, and customers

• Excellent time-management skills, with the ability to stay well organized
• A proven ability to think both strategically and tactically, operating efficiently in a fast-paced, metrics-driven, results-oriented environment
• Proficiency in Microsoft Office applications, with extensive experience with Excel