Position Summary

This leadership position is responsible for leading the Technology Solutions Product Support team to consistently achieve business results and to ensure internal/external customer/client service expectations are fulfilled. This position will also be responsible for developing and implementing the product support processes and methodologies for retaining clients in the most cost effective and efficient manner possible. In this role, you will lead a team of remote call center professionals who are passionate about providing best in class client service to our customers. In this role, you can work onsite at our corporate campus in Neenah, WI, hybrid or from your home.

Job Responsibilities

• Leads, develops and coaches team:
  
  • Provides clear expectations, feedback and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
  
  • Client retention
  • Issue resolution quantitative and qualitative metrics
  • Associate retention
• Ensures proper workload planning and allocation across multiple service and support teams.
• Ensures productivity levels are met and process improvements are implemented.
• Handles issue resolutions and escalation of customer issues across all lines.
• Assists in providing first level support, as needed, to assist the team in keeping support channels clear and to meet quantitative and qualitative metrics
• Coordinates and plans activities related to service enhancements and how they impact support teams and the customer base.
• Monitors internal systems that measure inbound and outbound call activity, customer feedback and resource availability.
• Provides feedback to area management regarding product enhancement requests and assists with development and testing of enhancements.
• Identifies and implements continuous process improvements for the department.
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Manages expenses in line with departmental budgets and corporate business conditions. (if applicable)
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace.

Qualifications

Experience:

• 5+ years of experience in a technology-based external customer facing role.
• Prior experience in leadership role strongly preferred
• Demonstrated experience dealing directly with customers on technical trouble shooting.

Education:

• Bachelor's Degree in Business or Technology related field.
• In lieu of degree, may consider a combination of education and related work experience.

Other Requirements:

• Must be proficient in the use of a PC and MS Office Suite.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to work in a fast-paced work environment.
• Ability to lead results through Metric Management.
• Technical skills for triage, resolution of escalated issues.
• Ability to work and collaborate with technical resources on customer problem resolution.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices or customer sites may also be required, depending on assignment.