CX Support Manager

Expectations

• Responsible for day to day operations of an inbound call center inclusive of people and process
• Conduct effective resource planning to maximize the productivity of resources inclusive of people and technology
• Evaluate and monitor performance with key inbound metrics on all interactive platforms
• Coach and provide training to personnel to maintain high customer service standards on a daily basis
• Motivate and mentor staff, providing feedback and recommendations for continuous improvement
• Create schedules that best fit inbound call center needs while providing consistency for employees
• Responsible for hiring and personnel development in partnership with the Training team
• Responsible for holding first-line managers accountable for managerial work
• Be a subject matter expert on our customer service systems, workflows, and business rules
• Assist in resolution of escalated customer situations - be a final point for customer escalations
• Champion the design of, and improve, the customer experience to increase satisfaction and loyalty in partnership with Chief Customer Officer, Director of Customer Experience, Technology team, and other internal stakeholders
• Maintain and uphold all corporate objectives and goals

Requirements

• At least 3 recent, consecutive years of call center leadership experience and people management
• At least 5 recent, consecutive years customer service experience in a call center setting
• Experience that demonstrates successful leadership skills in a high-performing team environment, strong business acumen
• Solid understanding of reporting and budgeting procedures with experience in basic financial analysis
• Effective negotiation and persuasion skills
• Excellent verbal and written communication skills
• Strong relationship building and motivational skills
• Must be self-motivated, organized, and able to work independently to meet goals
• Able to think “outside the box”
• Technology and web savvy

Benefits

Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.