Operations Manager

7 days ago


Albany, New York, United States CLEAResult Full time
Job Description

We are seeking a highly skilled and experienced Operations Manager to join our team at CLEAResult. As an Operations Manager, you will be responsible for managing a team that provides direct support to customers and contractors participating in a low to moderate income energy efficiency program.

Key Responsibilities:
  • Manage a team of professionals providing customer support via phone, messaging, and online meetings.
  • Act as a model of customer service excellence, building strong relationships with team members and customers.
  • Manage Help Desk coverage and staff training to ensure all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
  • Ensure proper workflow between Help Desk team members and resolve customer issues, incidents, and problems in a timely manner.
  • Take charge of major incidents, coordinating with the team and clients to ensure high levels of satisfaction.
  • Manage issue escalation to other internal teams to ensure resolution in a timely manner.
Requirements:
  • 5-8 years of relevant experience in help desk or call center program support.
  • 2+ years of people management experience.
  • Proficiency with MS Excel.
  • Desire to develop an understanding of the home performance industry and HVAC industry.
Preferred Qualifications:
  • Bachelor's Degree.
  • BPI or other relevant technical certifications.
Compensation:

The target compensation for this role is $100,000. The compensation range is $84,100.00 to $126,100.00 USD, with a salary type of annual.

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications, for example.



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