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Field Support Operations Manager
2 months ago
Job Title: Field Support Operations Manager
Job Summary:
Crossmark is seeking a highly skilled Field Support Operations Manager to lead our multi-channel contact center helpdesk operations. As a key member of our team, you will be responsible for managing a team of Field Support Supervisors and Representatives to deliver exceptional service to our clients.
Key Responsibilities:
- Provide leadership and guidance to a team of Field Support Supervisors and Representatives to achieve service level deliverables and key performance indicators.
- Manage multi-channel contact center helpdesk operations to meet prescribed service level deliverables, using volume forecasting and capacity management best practices.
- Engage with Divisional Leadership and stakeholders to identify and prioritize workflow and service options based on business needs.
- Monitor critical technical system resources to ensure consistent service delivery and engage system vendors/administrators as needed to mitigate impact to service level objectives.
- Support new business opportunities by providing service menu presentations and contact center workforce management.
- Develop and implement service quality management strategies to ensure exceptional customer experience.
- Lead by example, demonstrating leadership competencies in coaching, counseling, business acumen, strategic thinking, and team building.
- Develop and implement performance objectives and goals, ensuring alignment with company objectives.
Requirements:
To be successful in this role, you will need:
- Junior college/two-year college training or equivalent experience.
- 3-5 years of experience in a customer service call center environment.
- Strong leadership and management skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
What We Offer:
Crossmark is committed to providing a positive and inclusive work environment, with opportunities for growth and development. We offer a competitive salary and benefits package, as well as a range of perks and rewards.
How to Apply:
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].
