This is a regular, full-time exempt position reporting to the Director of Support Engineering.
Position Summary
The Support Center Manager is responsible for the day-to-day operations and on-going development of a support center that includes technical, instructional and service support staff. This person will be responsible creating and maintaining a budget including managing P&L, defining and delivering on new and established metrics, managing staff to include written yearly reviews, scheduling staff, time reporting and training existing staff and new hires. They will analyze various call center information including trends and make decisions and suggestions based on trending information and metrics. They will be responsible for a high level of customer satisfaction.
Detailed Responsibilities
- Develops budget, forecasts monthly changes and manages P&L of support center
- Reports and analyzes customer calls for problem trends and product issue identification
- Ability to analyze call trends and flow for staffing and coverage purposes
- Recruit, train and develop staff. Manage performance of staff and provide professional development to insure low turnover and high morale.
- Manages staff time reporting including time sheets and tracking paid time off usage
- Provides daily, weekly and monthly statistics on numbers of calls taken, average time to answer and first call resolution
- Monitors and reports on customer satisfaction with support via the customer email survey
- Provides quality assurance, call coaching and monitoring for new hires and existing staff on proper call handling and customer service techniques
- Serves as overflow for taking customer calls during peak periods
- Serves as escalation resource for service and sales staff with customer issues
- Works with the Progress Monitor Manager for customer issues uncovered as part of the progress monitor function
- Maintain relationship/information flow between internal departments at headquarters and Tucson support center, e.g., communicate changes at HQ to support staff and vice versa.
- Apply knowledge of a variety of the call center field's concepts, practices, and procedures.
- Evaluates and improves processes and procedures.
- Conducts on going and yearly performance reviews for direct reports
- Works with Director of Support Engineering managing product field and beta testing
Requirements
- Minimum 2 years previous management experience (preferably in a software support call center) required
- Excellent written, verbal, time management and interpersonal communication skills
- Leadership and coaching skills; adept at solving problems and developing people
- Demonstrated ability to prioritize tasks, both customer-related and company-focused
- Minimum 5 years experience in customer service and/or telephone support
- Knowledge of customer relationship management (CRM) software a plus
- Experience managing an annual budget of at least $100k
- Excellent computer skills including proficiency with Office applications
- Demonstrated problem solving and software troubleshooting skills
- Knowledge of educational trends and issues, including state standards, state-mandated assessments, and NCLB a plus
- Knowledge of Scientific Learning products and services a plus
- BA degree preferred.
- Experience with managing an outsourced provider of secondary or primary customer support
Please send your cover letter and resume, Attention: Human Resources Department, to resumes@scilearn.com or fax 510.874.1877.
Please no phone calls!
We are located near the 12th Street Downtown Oakland BART station. See map and directions.
SCIENTIFIC LEARNING is an equal opportunity employer.