Consumer Support Manager
4 days ago
Job Summary:
The Consumer Support Manager will oversee the multi-brand technical support team at Demant, ensuring proper product training, consumer support, and continuing education. This individual will encourage team members to meet individual and team performance goals through coaching and feedback. They will serve as a liaison to enhance communication amongst all divisions at Demant and provide strategic direction for all support initiatives.
Key Responsibilities:
- Lead the staffing, hiring, scheduling, training, skill development, and leadership of all consumer support team members.
- Provide feedback to the VP of Customer Experience to identify call trends and possible product issues for new product launches and existing products in market.
- Develop and provide leadership reporting to show productivity and opportunities for continuous improvement.
- Represent the US Customer Experience Organization, both locally and globally, and act as a liaison with all divisions, including global teams.
- Organize and manage day-to-day operations and activities of the team to achieve key performance goals while continuing to provide phone support during peak periods.
- Ensure end-user interactions are addressed in a timely and accurate manner.
- Investigate and resolve advanced end-user issues and complaints as part of the corporate quality program.
- Monitor employee productivity and service levels and evaluate representatives' phone calls to identify training and quality issues.
- Manage daily attendance/phone coverage and approve time-off requests.
- Assist the leadership team with managing change.
- Provide ongoing feedback to the team and conduct regular performance reviews.
- Support the building and development of an effective and high-performance team.
- Work effectively with other managers and supervisors to create maximum coordination and cooperation within the company.
- Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Assist with training and education programs for both employees and end-users.
Qualifications:
- Bachelor's degree in Computer Information Systems or equivalent preferred.
- 5+ years of management experience required.
- A minimum of 8 years of experience in a helpdesk environment with accompanying technical skills required. Experience managing others in a helpdesk environment preferred.
- Advanced skills and knowledge of the Microsoft Office suite of products.
- Excellent customer service, communication, and troubleshooting skills.
- Ability to manage others effectively in building high-performance teams.
- Strong organization and project management skills.
- Ability to work in and adjust to a fast-paced, changing work environment.
- Excellent communication skills, both written and verbal.
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