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Customer Experience Technical Manager

SUMMARY

The Technical  Office Manager is responsible for the daily oversight and management of LINET Americas technical call center. This includes managing staffing needs and Service tickets and call volume, ensuring appropriate response and effective resolution to customer issues, implementation and adherence to business processes, strict adherence to Quality requirements, and identifying opportunities for workflow optimization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides direct oversight and management of daily operations of the Technical Call Center, including appropriate staffing levels, customer escalation management, customer complaint processing, and CX technical support staff performance management.

• Lead, organize motivate, evaluate, and develop a high-performing Technical Office team to ensure operational excellence and continuous improvement
• Serve as a daily advocate for customer needs across the organization, driving improvements in support delivery and contributing to a consistently exceptional customer experience
• Manages and reports on Key Performance Indicators to functional management.
• Utilizes call center data and key performance indicators to evaluate business and staff performance.
• Continuously identifies and facilitates opportunities for improvement and development.
• Demonstrates dynamic leadership and effective communication promoting an engaged employee culture.   Provides CX technical support staff recognition and opportunities to be vested in solutions.
• Implements creative customer-centric interactions and workflows.  Monitors and identifies improvement opportunities to ensure a positive customer experience.
• Lead and report the prioritization of product defects and enhancement requests
• Implements department-specific systems, processes, and critical business procedures as needed in accordance with compliance and business objectives.
• Collaborates with the spare parts team to ensure proactive parts stock levels are maintained
• Escalates relevant information on product complaints to appropriate individuals as necessary.
• Conducts written review of staff performance, which involves identifying training needs, improvement opportunities, individual agent goals and objectives, and disciplinary actions as required.
• Monitors calls to ensure the highest level of quality and pursues coaching opportunities for maximizing agent performance as required.
• Regularly engage with the organization's sales team to drive solutions for customers
• Ultimately responsible for customer-escalated issues and driving all efforts towards effective resolution.
• Provide staffing and escalation/management support for a 24x7 operation
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES ­­­­­

This position supervises and manages the following employees / functional areas:

• Customer Experience Leads

CHARACTERISTICS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items listed below represent the characteristics necessary to perform at the expected level in this assignment.

• Ability to organize and manage multiple priorities and deadlines
• Experience managing,  lead, mentor, and coordinate a team of technical professionals, ensuring alignment with organizational goals, optimizing performance, and fostering a collaborative and solutions-oriented work environment
• High level of integrity
• Demonstrates a continuous learning mindset
• Exemplary interpersonal skills and ability to work effectively with a variety of personalities and behavioral styles
• Possesses a technical acumen
• Customer satisfaction minded approach

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree Required in business, technical or similar field, or equivalent combination of education and experience.
• 5+ Years leading in a technical call center environment. Focus on healthcare is a plus!
• Experience with using CRM, Analytic, and ERP data systems to develop key indicators to drive the team to their goals
• Salesforce and SAP are a plus, and Microsoft Excel, Word, PowerPoint, and Power BI are a must!
• Prior proven leadership, coaching, and development of staff required
• Strong customer-centric approach is required

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, federal and other regulatory agencies, as well as sales and service personnel.  Must be able to communicate effectively with all levels of customers and employees, both in writing and orally. Bi-lingual in Spanish is a plus.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts and operations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is regularly required to lift and push hospital beds, parts, boxes and components.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The onsite work environment is located at the North American Operations Center: 10400 Bryton Corporate Center Drive 100, Huntersville, NC 28078

TRAVEL

Travel for this position is less than 5%