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Why CompuCom? (Overview):
The Technical Support Manager is a highly visible leader responsible for day-to-day planning, measuring and executing contact center service quality and operations. This position is responsible for building and maintaining long-term internal and external relationships as well as guiding the development of a leadership framework and delivering a range of enterprise-wide initiatives aimed at building a deeper, more flexible leadership bench to serve our growth strategies.
The Technical Support Manager is a highly visible leader responsible for day-to-day planning, measuring and executing contact center service quality and operations. This position is responsible for building and maintaining long-term internal and external relationships as well as guiding the development of a leadership framework and delivering a range of enterprise-wide initiatives aimed at building a deeper, more flexible leadership bench to serve our growth strategies.
The Technical Support Manager will work closely with front level management, support departments, internal stakeholders and other leaders in support of business needs.
This position is currently remote/work-from-home and may become onsite for 2-3 days per week in 2022.
Proof of full Covid-19 vaccination will be required prior to employment.
What We Need & What You’ll Do (Responsibilities):
Develop and supervise a team of front line management; directing their activities for the achievement of company targets and goals
Identify, monitor and articulate reporting requirements; which includes targets, specific data, anticipated outcomes and other key performance indicators
Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts
Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team
Lead and drive key initiatives that align with end state goals by working cross-functionally with internal and external teams
Performs duties professionally and contributes to a positive work environment
Promote employee-centric culture that encourages employee satisfaction and engagement
Other duties as assigned
Who You Are (Qualifications):
Minimum 2 years as a call centre team manager, managing direct reports
Previous experience with Point-of-Sale (POS) technical support is preferred
Advanced Excel skills with the ability to create charts and graphs to analyze and present data
Advanced PowerPoint skills with the ability to create and present concise, meaningful data to senior management level both internally and directly with the client
Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives
Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others
Well-rounded Business Acumen and experience with (Operations, Finance, People Management, Training)
Detail-oriented with effective time management, organizational and problem-solving skills
Ability to work independently (self-starter) and as a member of various teams or committees
Calculates risk associated with sound decision-making skills
