Customer Support Manager

LOCATION: Ashford, UK

SUMMARY:
Reporting directly to the Senior Director Professional Services, the Customer Support Manager will be tasked with the responsibility of providing exceptional team leadership and customer support by leading through example and by utilizing a positive, professional, and proactive demeanor at all times. You will be responsible for developing employees and utilizing performance metrics to evaluate team effectiveness and progress. You will interface with senior level customers and ensure your department reduces wait times and provides the most efficient and professional customer service to all our valued clients.

Manage a team of 6; including motivating them, ensuring good group dynamics, providing clear objectives, coaching, mentorship and resolving HR issues.
•Evaluate work performance through performance appraisals, goal setting and communicating department specific needs and objectives.
•Motivate and inspire team members; Encourage creativity, risk-taking, and constant improvement
Create a Contact Center environment oriented to trust, open communication, creative thinking, and cohesive team effort
•Coordinate the release of our different software
•Ensure appropriate training of team members to effectively conduct their job
•Collaboratively partner with HR on recruitment and onboarding of new team members
•Recognize and celebrate team and team member accomplishments and exceptional performance
•Focus the team on the tasks at hand or the internal and external customer requirements
•Coordinate team logistics (scheduling)
•Coordinates meetings with the product committee, project manager and management to discuss project impediments, needed resources or issues/delays in completing the task
•Communicate team status, task accomplishment, and direction to upper management
•Provide status reporting of team activities against the program plan or schedule
•Resolve escalated issues from customers and provide exceptional support
•Customer visits and interfacing when required to build stronger relationships

REQUIREMENTS:
•College degree in Business Administration or technical fields.
•4 years prior experience in a management position preferably in a call centre setting.
•Must be tech savvy; Excellent knowledge of 20-20 Software (asset) and Microsoft Office Suite
•Fluent in English and must be comfortable with communication that includes verbal and written exchanges on subjects that are often technical, and writing procedures or technical reports.
•Additional languages such as French or German will be considered strong assets.
•Limited travel involved within the UK and other parts of Europe.