Insight Global is seeking a Customer Support Manager to sit on site in Cleveland, OH. In this role you will be responsible for overseeing around 40-50+ people who work domestically and internationally.
As a Customer Support Experience Manager, you will oversee a team of support representatives, providing guidance, training, and performance evaluations. You will also be responsible for setting key performance indicators (KPIs) and ensuring that the team meets or exceeds these goals. Additionally, you will also be responsible for understanding each of our customer environment profiles, handling escalated customer issues, analyzing contact center metrics, and ensuring compliance with company policies and industry regulations. You will also be responsible for ensuring proactive customer care and anticipating the needs of our customers. Your role will involve identifying areas for improvement, implementing innovative technologies or processes, and ensuring that customer interactions align with the company’s values and objectives.
Your primary goal will be to create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service for our customers. Your work environment will have some hybrid elements built upon an onsite foundation. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. You should be able to analyze data, identify trends, and make data-driven decisions to improve service quality. Additionally, you should be comfortable working in a fast-paced environment and managing multiple priorities simultaneously.
Key responsibilities include monitoring customer interactions, handling escalated issues, and collaborating with other departments to ensure a seamless customer experience. You will also be responsible for developing training programs, creating support documentation, and implementing customer feedback mechanisms to drive continuous improvement. Additionally, you will be responsible for the design and ongoing optimization (and will be included in the implementation) of an omnichannel contact center suite of technology tools and processes.
Desired Skills and Experience:
Compensation:
$80k to $110k per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education
Entry Level Healthcare IT Analyst Start Your Career in Healthcare Information Technology Today! Getting your rst job can be difcult when employers want experience, but to gain that experience, you need your rst job. We bridge the gap between your education and ...
...Airport Manager Here at Avis Budget Group we're more than just rentalsalthough over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We're shaping the future of the mobility industry with our innovative, customer-...
...Job Description Job Description Hiring Certified and Experienced Reach & Cherry Picker Operators Location: Mississauga, ON. (Airport/ Derry) All Shifts Available Days: 7:00am-3:30pm ($23.25) Afternoons: 3:00pm - 11:30pm ($24.50) Overnight: 11:00pm - 7:...
...more than enjoyable! This is because we here at Ready Solar believe that hard work deserves high reward. This is a HIGH PAYING appointment setters' position so no experience is required. We are looking for reliable and eager individuals who are willing to learn and...
...Funeral Support Specialist Our associates celebrate lives. We celebrate our associates. Consider the possibilities of joining a Great... ...Support Specialist is responsible for assisting with funeral home and cremation related duties, which includes physical work, and...