Are you passionate about making a difference in people’s lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? We are looking for talented people who are ready to grow with Hargray Communications. We are dedicated to developing our employees for a career and future with us. Hargray Communication is offering a career opportunity as a Manager, Technical Assistance Center!
General Description of Position:
Manager of the Technical Assistance Center engages, leans in, leads, inspires and develops a customer focused team with the end goal to deliver Customer Delight on every single customer interaction. This leader will create a work environment that fosters a positive team environment that will enable employees to maximize productivity, performance and results. This Manager manages the day-to-day performance of the Technical Assistance Center while maintaining a high level of professionalism and cooperation between different departments and work areas. Responsible for hands on management of customer surveys, inbound calls, outbound calls, ticket queues, emails, chat and any other support needed for residential and business customers in the Call Center while maintaining a high standard of productivity, quality, and customer service.
Duties & Responsibilities:
Responsible for identifying and driving improvements and for embracing and embodying the Hargray culture that will enhance the customer and employee experience. Meet with direct reports regularly individually and collectively.
Sets goals for the operation to ensure that the company can achieve its overall objectives.
Ensures excellent service to all customers, external and internal, by coordinating department to operate as a team in accordance with Hargray’s Guiding Principles for customer service.
Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
Communicates to ensure that information, company goals and objectives, and performance are transferred in a timely manner to all levels of personnel.
Prepares and delivers periodic operational reports depicting achieved service levels.
Proactively identifies patterns and trends to take advantage of opportunities and mitigate risk; develops associated sales and marketing strategies for dealing with new developments and market areas ready for copper overlays.
Builds and executes on comprehensive product lifecycle plans, including marketing plans, product positioning strategies, and market-specific marketing plans where applicable.
Works to ensure that department is operating at or below expense budget.
Evaluates staffing levels for Technical Assistance Center to ensure ability to meet objectives with total customer and colleague satisfaction; make recommendations on increasing or decreasing levels to maintain goals.
Evaluates the training needs of the operation so that they can meet or exceed company goals and allocates time and resources to facilitate training.
Completes annual and semi-annual reviews of colleagues. Makes wage and salary recommendations for the same.
Evaluates and makes recommendations on individual job descriptions to ensure that needed changes are communicated to HR as job requirements change.
Flexibility: Schedule flexibility is critical as role may require non-standard working hours. Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) as necessary.
Performs other duties as required.
Bachelor’s degree or equivalent work experience.
Minimum 5 years of telecommunications experience in a Call Center Technical Support function for both business and residential
Excellent interpersonal, verbal, and written communications skills
Strong functional analytical skills (budgeting, costing) in a call center
Strong relationship building, sales skills, and business acumen including responsiveness and technical understanding of customers’ present and future needs
Proficient in MS Word, MS Excel, MS PowerPoint
Strong mathematical, analytical, communication, and organization skills
Knowledge of Contact Center management best practices
Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
Self-motivated and must excel in a minimally managed, high profile position
Knowledge of Video, Internet and Telephone technologies and service order procedures
Knowledge of Head End, Central Office and Network operations as it relates to content delivery
Experience creating policies and procedures and developing workflow/processes