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Manager, Technical Support

2 months ago

Boca Raton, United States Michael Aaron Staffing, LLC Full time

We will have rolling interviews over the next few weeks. Please apply or send resumes direct to Spencer Skinner, sskinner@MAstaffing.com for more information.


The Technical Support Contact Center Manager is responsible for overseeing and managing the daily operations of our contact center. This team provides inbound support, specifically technical resolutions to clients that have hardware or software issues. They will be managing a team of Technical Support Agents that provide technical resolutions to existing customers. We seek a Manager that has lead a high volume, support call center team. This is Technical Support, not general customer service.

This is a full time, onsite role, based in Boca Raton.


Duties and responsibilities of the job include the following (but is not limited too):


Leadership and Team Management:

  • Lead, coach, and motivate a small team of Technical Support Associates to deliver excellent customer service in a tele-support environment.
  • Develop and implement training programs to enhance the skills and performance of the contact center team. This includes developing a comprehensive understanding of all online services, products and tools.
  • Conduct regular performance reviews, provide feedback, and implement performance improvement plans as necessary.
  • Foster a positive and collaborative team environment, encouraging professional development and career growth.


Operations Management:

  • Oversee the day-to-day operations of the contact center, ensuring efficiency and effectiveness in handling customer inquiries, complaints, and transactions.
  • Develop and implement standard operating procedures (SOPs) and ensure adherence to quality and compliance standards.
  • Monitor and analyze contact center metrics, including call volume, response times, customer satisfaction scores, and agent productivity.
  • Identify and implement process improvements to enhance service delivery and customer experience.


Strategic Planning and Execution:

  • Develop and execute strategic initiatives to improve contact center performance and align with the company objectives.
  • Collaborate with senior management to set and achieve goals for customer satisfaction, and operational efficiency.
  • Analyze trends in customer interactions and feedback to identify opportunities for service enhancement and innovation.
  • Lead projects related to contact center technology upgrades and process automation.


Customer Experience Management:

  • Ensure a customer-centric approach in all contact center activities and strive to exceed customer expectations.
  • Implement best practices in customer service and stay updated on industry trends and technological advancements.
  • Handle escalated customer issues with professionalism and provide timely resolutions.
  • Gather customer feedback and insights to drive continuous improvement and enhance the overall customer journey.


Compliance and Risk Management:

  • Ensure the contact center complies with all relevant regulations and internal policies.
  • Identify potential risks in contact center operations and develop strategies to mitigate them.
  • Maintain a secure and confidential environment for customer data and transactions.


Preferred experience, education, and qualifications:

  • Bachelor’s degree in business administration, Finance, or a related field.
  • Minimum of 8 years of experience in contact center or branch operations management, preferably in the banking or financial services industry.
  • Proven track record of leading high-performing teams and driving operational excellence.
  • Strong understanding of contact center technologies, metrics, and best practices.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to analyze data, generate insights, and make informed decisions.
  • Experience with process improvement methodologies, such as Lean or Six Sigma, is desirable.
  • Proficiency in CRM and contact center software systems.
  • Perform quality work within determined timeframes.
  • Interact professionally with other employees, customers, vendors and shareholders.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, divisions, etc.
  • Work on ad-hoc tasks, assignments and projects as needed.
  • Mandatory criminal background check and drug screen for all full time hires.
  • Bilingual skills a plus, French and English.