Technical Support Center Manager - Akron, OH

Apollo Staffing
Annapolis, MD
Oct 13, 2017
Oct 16, 2017
Full Time
POSITION SUMMARY The Director of ESOC is responsible for all operations ensuring that service level agreements are achieved. This includes ensuring that all communication and service to both current and potential customers and clients is prompt, courteous and accurate. The Director keeps up with technological means of communicating with customers and delivers on service guarantees. The Director ensures staffing is appropriate for all positions within the department to support growth and strategic plan initiatives. All aspects of the position must be accomplished while operating at or below departmental budget. The Director spearheads Customer Centricity efforts within ESOC. ESSENTIAL DUTIES AND RESPONSIBILITIES Includes, but is not limited to the following: Oversee all ESOC Operations & Facilities Work on matrix team w/ Grid Services to provide support to Epiphany Clients per contract Hire, train, supervise, coach, objective set, develop and evaluate ESOC employees Ensure staffing needs are met for ESOC positions Support Team Leads in handling of disciplinary situations Create and maintain a positive, respectful work environment Develop and communicate ESOC vision and strategy Propose, evaluate and implement process improvements and the technological means to increase efficiency, effectiveness and current customer service practices Identify, locate and provide training and resources for department and company to support customer centricity efforts Maintain an appropriate means of evaluating ESOC performance Update departmental procedures manuals Implement training for new processes to ensure representatives are fully informed with new information related to procedures, customer needs, and company related issues Look for opportunities to improve processes and develop solutions for problems Oversee ESOC database and ensure systems are properly maintained Supervise telephone systems Perform other duties as required or assigned Contribute to the long term Strategic Plan of the Company Other duties as assigned Required Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Bachelor's degree from an accredited university or 10 years of call center leadership experience Minimum of 3 years call center leadership experience Strong leadership abilities High level of confidentiality to handle sensitive/confidential situations and documentation Detail-oriented and well-organized, with the ability to effectively manage a high volume workload Self-motivated with the ability to take initiative and work independently Ability to communicate effectively, both verbally and in writing Ability to interact effectively with team members at all levels of the organization Strong client service skills Proficiency with internal customer service systems, databases and phone systems Creative thinking and problem-solving skills Ability to motivate a team to work together and support organizational goals Display a positive attitude and flexibility Proficiency with Microsoft Office products including Excel and PowerPoint Preferred Qualifications: Prior experience as a director Prior leadership experience Prior call center work experience Proficiency with call center systems and software Characteristics of our Director (Competencies) Business acumen Communication proficiency Problem-solving/analytical skills Detail-oriented Results-driven Ability to thrive in an independent work environment Demonstrated leadership skills Customer/client-focused Time management Patience Positive and friendly demeanor

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