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Technical Operations Manager

3 months ago

Glendale, United States Celero Commerce Full time

**Responsibilities**:

- Supervises daily operations of the Senior Tech Department
- Maintains daily, weekly, and monthly metrics and reporting
- Meets directly with the team as a group and individually to develop, communicate, train and motivate the team
- Work directly with our partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner
- Manages tier work scheduling, ensuring adequate employee coverage during business hours and informs manager when over-time coverage is needed to meet and exceed SLAs
- Ensures Sr Tech people are available for phone calls from our partners and we are covered during all business hours across the country
- Leads the on-boarding and training for new employees, as well as, assists in building and maintaining employee badge programs and content
- Participates in product review and product meetings and updates team members on changes
- Conducts monthly one on ones with supervised employees and informs manager of employee performance issues and opportunities for growth
- Establishes customer service KPIs for the Senior Tech Department and facilitating training, coaching, and other communications to assist department goal achievement
- Maintains customer relationships while handling inquiries, complaints, and service questions
- Responsible for exceeding customer experience KPIs through compliant reduction, call responsiveness, and first call resolution
- Monitors employee attendance and daily activities to ensure the team is arriving on time and working efficiently and effectively
- Testing and documenting improvements to reported issues
- Participates in and attends industry, products, pricing, company, and all other relevant continuing education initiatives to provide a competitive advantage
- Adheres to all company policies and procedures including safety standards
- Performs other job-related duties as assigned
- Develop and enhance Skills Based Ticket workflow

Experience & Requirements:

- 5+ years of payment technology support or high-volume call center experience required
- Prior experience providing remote technical support and services
- Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients
- Fanatical commitment to customer success and knowledge of customer service principles and practices
- Solid analytical skills and a demonstrated motivation to solve tough technical problems
- Strong technical aptitude with a desire for continuous learning and improvement
- Experience with troubleshooting wired and wireless devices on a local area network
- Ability to speak and write clearly and accurately, particularly as it relates to technical concepts
- Commitment to continual job-related learning, including company systems and external processing platforms
- Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training._
- Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. We are unable to provide visa sponsorship now or in the future._

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