Customer Support/Call Center Manager (On-Site)
About The Position
The Customer Support/Call Center Manager supports the Revenue Compliance BU by managing Help Desk calls, triaging customer issues, and overseeing resolution of service tickets. The role maintains communication with customers during outages and service activity, coordinates with technical resources, and manages escalations. It also oversees daily performance, staffing, coaching, quality, process adherence, and workload balancing for Tier 1 and Tier 2 agents. The manager drives process and system improvements and supports new products and customer installations. Neumo supports government services and provides administrative and financial support to government officials. It describes itself as client-focused and offers a competitive benefits and compensation package.
Requirements
- Experience with contact center or help desk work is required.
- Five to ten years of experience in Help Desk management is required.
- Knowledge of contact center software and processes, such as Amazon Connect and Salesforce Service Cloud.
- Ability to communicate professionally and courteously with end-user customers.
Nice To Haves
- Experience in a tax and business license environment is desired.
Responsibilities
- Manage Help Desk activity, including responding to end-user calls, logging service calls, triaging software issues, and closing tickets when possible.
- Route tickets to appropriate technical resources and maintain communication with customers and internal resources throughout service events.
- Report metrics such as ASA, average time to respond, and mean time to repair.
- Manage escalations to managers and technical staff as necessary; serve as the first point of escalation for Tier 1 and Tier 2 agents.
- Provide post-event reviews and analysis, and maintain a knowledge database of service events and solutions.
- Manage daily performance, staffing, and coaching for Tier 1 and Tier 2.
- Conduct real-time management, coaching interventions, and workload balancing.
- Partner with BU subject-matter experts on complex issues.
- Drive adherence to quality and process standards.
- Drive changes within teams, including process and system improvements and introduction of new products and customer installations.
- Perform agent observations, coaching, and interventions in real time and weekly to address immediate needs and trends.
- Administratively oversee the team, including attendance and schedule adherence.
- Perform other duties as assigned.
Benefits
- Competitive benefits and compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
