Technical Services Manager

Get AI-powered advice on this job and more exclusive features. As the manager of Support Operations in a dynamic environment, you will be responsible for planning and implementing strategies and operations for our worldwide service and support being done from our call centers in the US and the Philippines. Be responsible for resource planning including hiring, motivation, reviews, termination, and internal training of call center staff and managers. In this position you are responsible for tracking, measuring, and reporting of the overall call-center productivity and efficiency.Build and maintain the most effective call center team and processes by ensuring systems and processes are at their most efficient level and functionality. You will be managing the 4 group managers for installations, training, support & RMA. You are expected to work closely with other department heads, ensuring good communication and help execute excellent customer support. This is an in-office position with benefits and a 6% 401k match. Join our international team leading the way in the amusement industry. Duties and responsibilities: Manage and oversee support operations to achieve quantitative and qualitative objectives Plan and implement the overall strategy Track and measure productivity and compare to benchmarks Offer solutions for improvementand implement them Identify bottlenecks and suggest solutions Manage and train support operations managers and staff Ensure employee and customer satisfaction Build relationships with staff and clients Create a welcoming and motivating environment for employees Take / participate in calls when escalated and needed Diffuse customers when complaints arise Requirements: Minimum of 5 years’ experience of software support operations management or related field is wanted Blended support experience of hardware and software systems MS Office Customer centric attitude and soft skills are a must Good listener Organized Strong people management and development skills Ability to mentor, coach and motivate others Strong communications and presentation skills Experience working with or managing a Philippines call center is desired NetSuite experience is a plus College degree is preferred Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Engineering and Information Technology Industries Amusement Parks and Arcades Referrals increase your chances of interviewing at Intercard by 2x Get notified about new Technical Services Manager jobs in

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