Associate Manager Product Support - Fully Remote

Profile

u003cpu003eu003cstrongu003eu003cspan style=font-family: Arial; font-size: small;\u003eJob Summaryu003c/spanu003eu003cbru003eu003c/strongu003eu003cbru003eu003cspan style=font-family: Arial; font-size: small;\u003eContribute to customer satisfaction of **MEMBERS ONLY**SIGN UP NOW***. clients by managing the Product Support Consultants and ensuring that the team is performing at optimum level of efficiency and quality.u003c/spanu003eu003cbru003eu003cbru003eu003cstrongu003eu003cspan style=font-family: Arial; font-size: small;\u003eEssential Functionsu003c/spanu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eWork with Product Support Manager/Director to bring/maintain client satisfaction to a level that the customer will act as a product promoter.u003c/liu003enu003cliu003eManages and directs the activities of the Product Support Consultant job family. Ensures team members receive adequate training to perform duties and responsibilities effectively. Works with Product Support Manager/Director to ensure team is adequate to handle call volume.u003c/liu003enu003cliu003eIdentifies support priorities and clients that require special handling to maintain client satisfaction.u003c/liu003enu003cliu003eIdentifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.u003c/liu003enu003cliu003eCreate, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Product Support team.u003c/liu003enu003cliu003eForecast reporting and performance reporting.u003c/liu003enu003cliu003eManagement of project plans to ensure timely delivery of outcomes.u003c/liu003enu003cliu003eMay perform responsibilities of subordinates in their absence.u003c/liu003enu003cliu003eCreates weekly schedules/rotation for the Product Support Consultants and monitors adherence.u003c/liu003enu003cliu003eInduct new joiners in order to quickly maximize performanceu003c/liu003enu003cliu003eSet and communicate team/individual objectives and KPI to inspire individuals to achieve high performanceu003c/liu003enu003cliu003eAllocate work load to fully utilize every employee’s talentu003c/liu003enu003cliu003eImplement development plans and coach for individuals to reach their maximum talentu003c/liu003enu003cliu003eProvide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manneru003c/liu003enu003cliu003eRecognize high performers to maintain motivation and retain key talentu003c/liu003enu003cliu003eRegularly communicate on company news and team progress against business planu003c/liu003enu003cliu003eCreate team spiritu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cspan style=font-family: Arial; font-size: small;\u003eJob Requirementsu003c/spanu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eBachelor's Degree in Business or Computer Science or equivalent relevant business experience (Preferred)u003c/liu003enu003cliu003e5 years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)u003c/liu003enu003cliu003eCall center experience (Preferred)u0026nbsp;u003c/liu003enu003cliu003e0-2 years relevant leadership experience (Preferred)u0026nbsp;u003c/liu003enu003c/ulu003e}

Company info

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