About the Role
Solution Center Manager
Fully Remote
Job Type
Full-time
Description
TheSolution Center Managerprovides direct management to all Solution Center Team Members. This position is responsible for ensuring exceptional, customer-centric, support to all internal and external stakeholder interactions. This role partners cross functionally, ensuring that the delivery of every interaction with our network is exceptional in quality and accuracy with an intent towards continuous improvement.
RESPONSIBILITIES
- Build, develop and lead a high performing Contact Center team of customer-centric professionals.
- Direct, oversee, measure, and innovate around all aspects of customer support, including strategy, analytics, relationships, and technology enablement.
- Collaborate cross-functionally to share updates, escalate issues, determine best practices, solutions and strengthen organizational understanding of success trends that will enable Team Members to better serve our customers.
- Provide customer voice to cross-organizational initiatives utilizing data.
- Serve as primary business owner of our Knowledge Base, ensuring systemic functions, accuracy and recommend process improvements based on customer interactions.
- Drive continuous improvement and champion change to improve service levels and increase customer satisfaction.
- Monitor and manage department expenses to remain within the approved budget.
- Analyze, establish, implement, and monitor operational goals using statistical data to determine workload, productivity, and effectiveness of team.
- Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
- Other duties as assigned.
Requirements
QUALIFICATIONS
- Associate degree in related field of study or equivalent related experience.
- Experience coaching, leading, and managing the work of others.
- Experience with Contact Center management.
- Demonstrated experience with Customer Relationship Management (CRM) platforms (*Salesforce).
PROFESSIONAL SKILLS
- A customer-centric approach to all internal and external interactions.
- Seeks and embraces diversity of thought, culture, and experience.
- Takes pride in the work, celebrates success, and has fun.
- Approaches work with curiosity and experimentation.
- Proficient with basic computer software and phone systems.
- Ability to multi-task, prioritize and be detail-oriented in a fast-paced environment.
- Ability to take initiative and work proactively.
- Ability to work and lead collaboratively in a team environment.
- Excellent written and verbal communication skills.
- Ability to present complex information in a clear, concise manner.
- Ability to work independently, resourcefully seek answers, and remove obstacles.
- Ability to lead a team independently with a culture of continuous improvement.
- Excellent judgment and ability to adapt to changing priorities with ease and efficiency.