Manpower Group Customer Care Manager in Rochester, New York

Customer Care Manager

The Customer Care Manager is responsible for managing Mitel's Cloud support team. The Support Manager is a leader, coach, and mentor of Support personnel. As a leader in our Support Department, you are in a visible and highly regarded role. The position located in Rochester NY will be responsible for agents in Rochester NY as well as Manila Philippines. This position will report into the Sr. Director for Technical Support. Along with team management, the Customer Care Manager will be responsible for directing the team to provide premier Customer Experiences, handle critical customer and partner escalations that require cross-functional team support from Product Support, Activations, Billing, and Customer Success Management to resolve issues & work with the appropriate teams to develop & implement Processes to increase Productivity and Customer Satisfaction while managing expense levels.

Service Providers naturally experience interruptions from time to time. It is how we recover from those events that set us apart from the competition. The Manager works to remove obstacles and improve processes to facilitate excellent customer service, Net Promoter Score (NPS) achievement, as well as meeting and exceeding key performance metrics.

The position provides technical assistance in identifying, evaluating and developing methods and procedures that are efficient, effective and meet good business practice. Maintaining excellent communication with upper management both within and across organizations is critical to ensuring a smooth running of support and services across the organization. The position is responsible for representing Operations in a mature and organization-focused manner and must possess the ability to lead by coaching and mentoring team members to achieve individual expectations and deliverables.

Responsibilities :

  • Provide leadership to Support Representatives, Product Specialists, and Team Leaders

  • Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps

  • Provide performance feedback daily to encourage desired behaviors in line with corporate goals

  • Manage escalations for technical or account management issues that occur, as well as participate in required emergency on-call rotations

  • Develop scenarios and processes to ensure recovery from the most common service issues

  • Assume ownership through to completion

  • Serve as a Subject Matter Expert (SME), in related functional and technical areas

  • Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base

  • Identify and improve opportunities to drive self-help adoption

  • Monitor Call Queues (ACD) and Case SLA's (Service Level Agreements) to ensure appropriate adherence and achievement of goals

  • Perform weekly and monthly root cause analysis to develop process improvements

  • Administer Salesforce.com to augment efficient processes and reporting

  • Interview and hire new Support Representatives

  • Provide input for the New Hire Training Program and ensure effective execution of modules delivered by Support

  • Develop Operations support policies, standards, and procedures

  • Develop and/or provide reports, statistics and root cause analysis documentation regarding system issues and uptime required to fulfill customer obligations

  • Establish and Nurture positive relationships with Mitel and customer organizations

  • Ensure staff follows applicable Mitel Policies and Procedures

  • Demonstrates the ability to adapt to and lead, change, and coach others in the acceptance and support of change

  • Presents information on projects, initiatives or other subjects to peers, teams and upper management

  • Ensure coverage of all areas of expertise necessary to support and grow the business within the area of responsibility. Create and maintain staffing plan to support the current and future work demands and project deliverables

  • Proactively offer to assist customers with other tasks that will provide added value and will enable Mitel to meet or exceed corporate objectives

Requirements:

  • 10+ years related experience

  • 5+ years minimum Management, Team Lead, or other equivalent leadership experience

  • A passion for delivering premier customer experiences

  • Ability to analyze and enhance best practices, processes, and procedures to improve efficiency and effectiveness of services delivery

  • Knowledge of HR practices and proven partnering in areas of recruitment, performance- management and employee relations

  • Experience with collaborative management and coaching style capable of managing others in rapid and constant change

  • Proven mentor and motivator with a clear understanding of the Support requirements, customer base, and challenges facing a fast-growing company

  • Excellent organizational skills & interpersonal skills

  • Excellent written and verbal communication skills, Presentation and facilitation skills.

  • Ability to work independently and effectively as part of a team

  • Business analytics should be able to provide a data-driven approach to operational challenges and strategies

  • Working knowledge of Salesforce.com Service Cloud CRM a plus

Education:

  • College Degree Preferred

Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.