Call Center Manager (Irving, TX)

The position requires a self starting individual who is self motivated with the ability to work independently and is highly motivated to provide exceptional customer service. Primary responsibilities include the support of utility based programs and the promotion of the program’s features and benefits. Responsible to lead Customer Care Center Representatives through performance metrics, drive policies and procedures and act as the subject matter expert in support of the Customer Care Center while being located on site with the client.  The ideal candidate will achieve customer support objectives by contributing information and analysis to strategic plans and reviews. This position is a direct report to the Program Manager and will work closely with the Client, Project Managers, Data Center personnel, installation contractors and other required support personnel. 

Essential Duties and Responsibilities

• Manage operational excellence to provide exceptional customer support through achievement of performance metrics and product support.
• Manage customer service technicians including proactive problem identification and apply processes and technology solutions.
• Coach, mentor, train and lead the customer service technicians to ensure delivery of world class service.
• Demonstrate a highly analytical approach to technology implementing solutions to enhance the overall customer experience while improving the ability to anticipate future impacts to the business.
• Manage the setup and deployment and measurements of additional programs and service offerings.
• Develop and implement production, productivity, quality and customer service standards to exceed customer expectations.
• Responsible for Tier Two resolution, process improvement and performance.

Required Skills

• Minimum 3 years progressive work experience in a managerial role for technical support.
• Knowledge of computer networks including basic router functionality is desirable
• Must have the ability to adapt to change
• Strong leadership skills
• Excellent communication and organizational skills

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