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Sr Manager Technical Customer Support

12/30/2018Call Center
Job Location:
San Diego, CA
Metro Area:
CA - San Diego
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

We’re growing! This is a new position leading our customer care teams that support our WORK product. We need your strong leadership, sense of urgency and attention to detail to build on our existing programs.

What we’re looking for...

The WORK Support Manager - is responsible for leading a team of WORK Support Supervisors. Directs and provides leadership to achieve and maintain all WORK KPI objectives, fosed on the customer experience and enhancing the support model. Under minimal supervision, this position ensures that the highest level of client satisfaction is achieved through prompt resolution of client issues, accurate and timely technical service is delivered, and staff product and industry knowledge is continually improved.

As a leader of the team within the support organization, this individual is expected to identify and drive opportunities for improvements in products, processes and training in order to achieve better customer support and greater support efficiency. The ideal candidate will thrive in a dynamic, fast-paced environment and be prepared to grow with the organization through a dramatic growth phase.

The Sr. Manager of support is a key member of the services organization management team.

Responsibilities: Staffing, headcount and budget, forecasting and strategic planning, customer support model to determine both how we support our customers along with resources/tools utilized.

Motivate a team of Supervisors and employees across three locations through performance coaching, career planning and setting objectives. Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement.

Appropriately advocate for customers and help define ways to continually add value to the customer experience. Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.

Report operational achievements and progress on a regular basis including statistical analysis and improvement of action plans.

Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company

Must have

Required Skills / Experience: BS or BA perferred. Software as a Service support experience a plus, but not required. Experience with support center or call center function related to a software company is highly desirable. Experience leading teams remotely with at least 5 years of leadership experience.

Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively. Be a self-starter, able to work independently as well as part of a team, and have a proven track record of notable accomplishments. Capable of managing difficult or emotional customer situations and building rapport.

Even better if you have :

Ability to understand and escalate issues efficiently and appropriately. Prioritize effectively within tight schedules and a fast pace environment Enthusiasm and positive attitude in context to the role.

Keywords: VZ Connect, Verizon Connect

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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