Manager, Customer Support
Teleopti AB / Supportteknikerjobb / Stockholm
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hela Sverige Calabrio is looking for a highly motivated Support Operations Manager to join a leadership team responsible for managing day-to-day Support Operations, responsible for the team managing Calabrio's firs line customer support Calabrio is an innovative, fast-paced, growing software company that provides integrated workforce optimization software for today's multi-channel contact centers. This position provides a wide variety of challenges and opportunities requiring use of tools, software and technology to solve problems.
The Manager of Support Operations is responsible for fostering an environment of continuous improvement and learning to maximize individual and team performance. The ideal candidate will have a proven track record of building internal and external partnerships, strong customer focus and a commitment to employee development and growth.
This position is a substitute covering a parental leave of one year.
About the job
Lead and develop a growing team of Operation specialists (Tier 0 and Tier 1).
Responsible for effectively aligning resources to ensure timely high-quality support for internal and external customers. The team is the escalation point for customer reported technical issues as well as ensuring all customer issues are addressed in a timely and efficient manner.
Define, communicate and monitor team and individual performance metrics.
Proactively identify process improvements and ways to enhance service quality and responsiveness.
Act as a point of escalation to assist team in providing timely solutions to resolve customer concerns.
Ensure consistent documentation for all service offerings and ensure knowledgebase is up-to-date and user friendly.
Proactively keep key stakeholders informed on status of initiatives and customer service issues.
Identify trends and provide recommendations to evolve support offerings that nurture and support industry excellence and superior service.
Lead and support efforts to ensure effective multi-channel support for customers (e.g. self-service, phone, email, etc.)
Effectively partner and contribute to broader leadership team to ensure overall team is fully aligned and effectively responding to support needs.
Work directly with customers and/or partners to strengthen relationships and support retention
About you
3+ years leading in a customer service environment, preferably leading a team of technical resources
Post-secondary graduate education or university degree
Demonstrate clear ownership and sense of urgency in resolving problems
Excellent knowledge of customer service procedures and best practices
Excellent verbal and written communication skills
Demonstrated leadership of customer satisfaction and technical problem resolution
Exceptional time management and decision-making skills.
Demonstrated understanding of
MS Office
CRM applications
Call Center experiences a plus
About Calabrio
Calabrio has recently acquired Teleopti. The combination brings Teleopti's workforce management (WFM) software together with Calabrio's customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.
A bit about our culture
Your personal skills are of great importance to us. Calabrio is characterized by a strong entrepreneurial spirit. You will fit in if you are customer-driven, take initiative and get things done. We have built a solid foundation of satisfied customers and channel partners and are now ready to take the next step to increase growth. If you are the right person, you will join an international company with a cutting-edge product, motivated employees and very satisfied customers.
Apply!
Come together with us and build the best company in our space! If you have any questions, contact Sara Mensi, Talent Acquisition Specialist at
sara.mensi@calabrio.comPubliceringsdatum2020-02-11Så ansöker duSista dag att ansöka är 2020-04-13
Klicka på denna länk för att göra din ansökanAdressTeleopti AB
Linnégatan 87D
10451 Stockholm
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Teleopti AB (org.nr 556523-5925)
Linnégatan 87D (
visa karta)
104 51 STOCKHOLM
Arbetsplats Teleopti AB
Jobbnummer 5090949
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