Type: W-2 hire, long term, full-time

Start ASAP

Rate: open

We prefer candidates living and working in EST/CST timezone

 Job overview

The Contact Center Technical Support Director will drive strategy and solutions that support the scale and support expectations for thousands of clients annually for a multiple product, high traffic, remote/hybrid work environment. They will oversee the technical support services provided and are responsible for executing all goals and initiatives. This individual is focused on improving manager/employee performance, processes and customer experience while creating, maintaining, and executing plans in line with our commitments. Emphasis is on customer experience, quality, root cause, automation, and workforce planning. The Contact Center Director will have direct leadership responsibility for 3-4 managers globally and will maintain a relationship with peer leaders and their teams across the company to ensure success.

Location- Remote 

Preferred qualifications

Exemplary candidates will demonstrate a deep understanding of client relationship management and leadership; be able to learn how customers use our products and utilize contemporary applications and methodologies to effectively manage performance and improve the client experience; possess an excellent track record in coaching, motivating and achieving the highest standards of performance; be goal oriented with a proven ability to manage execution and hold employees accountable to key performance indicators.

• Champion continuous improvement efforts by reviewing data, standards, policies as well as the implementation and execution of established processes to drive a Contact Center of Excellence (COE).
• Manages the successful handling and resolution of incidents/issues impacting the customers of our company's Products and environments.
• Responsible for the reporting, managing, and resolution of critical Product Performance incidents as the lead for the Tech Support Team.
• Possess a full understanding of interdependencies of various contact center metrics including occupancy, shrinkage, average handle time, adherence, and staff utilization.
• Act as a thought leader within the Contact Center organization; bring data-driven insights to the table and work collaboratively to continuously improve departmental performance.
• Translate business goals into strategic operational strategies and goals / standards at the department, team, and individual level.
• Leads strategic planning to achieve employee experience, customer experience, operational, and financial goals that are established in direct partnership with our businesses.
• Hand off operational status between shifts of Global Tech Support to include: critical incidents, open bridges for incidents, maintenance & upgrade windows
• Be able to participate in the building of future proactive monitoring and anomalies, or any open problems and cases.
• Lead effective meetings of planning and daily standups with customers providing required information on incidents, change request, projects and activities of customers.
• Support all knowledge management activities for incident management which are critical to determining accurately recording of incidents and determining the root cause of an incident in correlation with Product Development, Engineering and Product Teams.
• Attracts, motivates, coaches, develops, and retains talent.
• Utilizes and shares significant industry knowledge and best practices. Develops strategies to achieve competitive advantages and support corporate priorities.
• Works side by side in the business with your Technical Support Managers as a coach and mentor.
• Works with senior management on overall strategic planning and goal setting for the team.
• Maintains strong relationships, close alignment, and transparent communication with internal stakeholders and external clients.
• Undertakes ongoing and proactive talent management including routine use of development plans, performance appraisals, promotions, salary recommendations, performance management and terminations as appropriate.
• Promotes an environment that supports diversity.

Required experience and education

• Bachelor’s Degree or equivalent work experience
• 5+ years’ experience as a call center leader handling mission critical support.
• Proficient in call center and contact center affiliated systems and tools.
• Project management skills
• Highly analytical with an ability to translate data into actionable insights, strategies, and goals.
• Demonstrated ability to quickly understand cause and effect impacts to customers and overall service levels.
• Knowledge of ITIL as applied to Incident Management including Compliance, Remediation Assessment, Customer Service, Vendor Management and prior work with Process Improvement and Information Technology Troubleshooting
• Ability to work on Customer Impact and actions taken for future to mitigate, learn and resolve from each incident post Root Cause.  Point of Contact on follow-up actions, prevention from incident happening again.
• Knowledge of Change Management
• In depth knowledge of tech support management processes
• Skills and Knowledge of Programming languages, Cloud Computing Skills, Critical Thinking along with Communication Skills are key for success.
• Prior working experience with Databases, Integration, SQL, and Oracle are favored
• Ability to work with Management teams and Cross-Department on Prevention, Protection, Mitigation, Response and Recovery for Customers
• Ability to work effectively in a chaotic and stressful work environment/self-starter.
• High level of business acumen and demonstrated understanding of operational KPIs.
• Ability to communicate effectively and appropriately to all levels of the organization, and to external customers / partners, both written and verbal.
• Highly organized, attentive to details and efficient with focus on execution, problem solving, and improving processes in a fast-paced, flexible environment.
• Ability to technically and professionally engage with Development teams and Product Management to resolve customer issues and for continuous product improvement feedback.
• Act as an escalation point for the global team engaging resources outside of support if needed and when outside of normal business hours.
• Understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts
• Experience in reporting, budgeting, financial analysis, and data analytics
• Excellent organizational, leadership and take-charge skills to drive problem-solving activities.
• Ability to lead and manage employees, in a global remote/hybrid work environment.

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Pref. rate:100K-120K