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Customer Support Operations Manager

1 month ago

Little Ferry, New Jersey, United States Vertex Limited Full time
Job Description:

This role is responsible for ensuring the delivery of exceptional customer service as measured by achieving agreed-upon customer satisfaction metrics. The successful candidate will direct all resources, activities, programs, processes, and systems related to the operational management of one or more Customer Support teams.

Key Responsibilities:
  • Lead and direct Customer Support team(s) responsible for providing technical and non-technical product support to maintain a high-performing team culture.
  • Coordinate activities to optimize Customer Support operational effectiveness and efficiency, and to maximize customer satisfaction.
  • Research customer needs and incorporate customer feedback into departmental procedures and products.
  • Convey customers' needs and requirements to Vertex management and teams within and outside of the Customer CoE.
  • Optimize resources utilization and focus on service cost containment for mature in-market products handled by teams reporting to them.
  • Provide analysis of operational results via comprehensive reports, establish business unit goals and objectives, and be accountable for achieving designated performance targets.
  • Facilitate resolution of customer issues escalated to the management level.
  • Participate in internal and external benchmarking to compare and improve systems, processes, and performance.
  • Develop and/or direct development of policies, procedures, and processes to improve service quality, productivity, and teamwork.
  • Research, decide on, and use industry best practices to define and optimize processes, activities, and roles to meet and continuously improve on defined performance targets.
  • Foster continuous improvement by evaluating, identifying, and driving enhancements based on performance benchmarks and industry best practices, balanced against key performance indicators such as staffing levels, costs, and customer satisfaction levels.
  • Enhance job knowledge by attending industry-related conferences and workshops; reviewing professional publications; networking with other similar organizations; participating in professional societies; and developing and/or maintaining proficiency in the most current software support best practice methodology.
  • Establish effective processes and practices for knowledge sharing and communication.
  • Lead or participate in other projects or duties as assigned.
Requirements:
  • Commitment to external and internal customer satisfaction.
  • Strong leadership and managerial skills that reflect a philosophy of 'lead by example.'
  • Working knowledge of customer software support best practices and experience implementing them within an active support operation.
  • Working knowledge of managing support operations and creating performance dashboards.
  • Demonstrated ability to develop and implement process enhancements including technology and performance.
  • Demonstrated decision-making, critical thinking, problem-solving abilities.
  • Excellent interpersonal skills especially in the area of conflict resolution.
  • Excellent communication skills with ability to foster and promote open exchange of ideas and knowledge.
  • Working knowledge of support automation technologies including CRM systems, knowledge management tools, ACD, IVR, CTI, and work force management.
  • Ability to coach, mentor, lead, and motivate others to meet high performance standards and expectations.
  • Demonstrated ability to build consensus, establish trust, communicate effectively, and foster culture change.
  • Strategy development, execution, performance management, and measurement.
  • Willingness to work overtime, holidays, and weekends based on business need.
  • Must possess good organizational skills.
  • Must be results-oriented, customer-focused, and exhibit good interpersonal skills.
  • Proficiency in Microsoft Office packages.
  • Sufficient knowledge of business communications, including telephone, voicemail, and email, and operations of office machines.
  • Working knowledge of Vertex O Series and Vertex Returns Products is beneficial.
  • Fundamental understanding of customer's use of our products.
  • Knowledge of the use of support development tools and practices.
Preferred Qualifications:
  • Tier-specific knowledge, skills, and abilities, if required to manage owned Tier resources.
Education and Training:
  • Bachelor's Degree in Business, Information Systems, or equivalent work experience.
  • Advance degree preferred.
  • Seven (7) plus years of related experience working in the support (contact center) industry.
  • Three (3) years of experience managing a team of support leaders, supervisors, or account managers.
  • Or equivalent combination of education and/or experience.
The Winning Way:
  • Communicate with Clarity - Be clear, concise, and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
  • Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don't spend hours when minutes are enough.
  • Work with Purpose - Exhibit a 'We Can' mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
  • Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
  • Own the Outcome - Defined milestones, commitments, and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.