Team Captain, Client Services

About the role

Intermedia is seeking a Technical Support Team Captain to join our award-winning Client Services organization. The ideal candidate will have extensive experience with people management, advanced technical knowledge of cloud communication, and a high level of expertise managing remote agents preferably in a call center environment.

Responsibilities

• Highly experienced managing support teams in a remote environment.
• Assist with daily operations and manage a team of support specialists to provide proactive and reactive support to customers and partners.
• Effectively communicate and coach to performance expectations on case quality and customer interactions.
• Provide extensive coaching related to Intermedia’s product suite.
• Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders.
• Maintain call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence.
• Meet or exceed operational and customer support experience metrics targets.
• Evaluate, prepare, and conduct weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance.
• Manage Footprints and Oracle Soft Cloud case workload.
• Create and maintain both internal and external support documents.
• Assist during major incident handling procedures in the event an outage occurs. This may include executive and customer facing communication.
• Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA.
• Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director.
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment.
• Strive daily to provide a Worry-Free Experience to customers and internal clients.

Requirements

• Bachelor’s degree or equivalent combination of education and/or 5 -7 years of experience in Technical Support or a customer facing technical role.
• 3+ years of experience in a managerial role, preferably in a remote environment.
• 3+ years’ experience of successfully working in a Technical Call Center Environment.
• SSCA, SSVVP, CompTIA Network+ Certified.
• Exceptional written and communication skills.
• Well-versed in cloud communication products.
• Advanced technical knowledge of Cloud Communication Voice Services.
• Experience managing others in a virtual environment.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Experience working in a virtual environment.
• Ability to delegate effectively, select, train, and motivate others.
• Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
• Proficient in Microsoft Applications including Word, Excel, Outlook, and Microsoft Project.
• Excellent organizational skills and an aptitude for detail.
• Able to define problems, collect data, establish facts, and draw valid conclusions.
• Able to work independently and collaboratively.
• Able to handle multiple projects simultaneously and work under stringent deadlines.
• Self-motivated.
• Demonstrated Time Management skills.
• Ability to remain level-headed in a high-pressured environment.
• Advanced problem-solving & analytical skills.
• Able to analyze data and identify trends.
• Constantly striving for Excellence in Customer Experience.

Qualifications

• Diversity, Inclusion, and Equal Opportunity