Support Operations Manager
2 days ago
**Job Overview**
We are seeking a seasoned Support Operations Manager to join our team at Express Employment Professionals.
This is a unique opportunity to lead and optimize customer support operations, driving a positive customer experience and the overall success of our support team.
As a key member of our leadership team, you will be responsible for overseeing and managing a team of support agents, ensuring they are well-trained and motivated.
**Key Responsibilities**
- Manage and lead a team of support agents, focusing on their growth and development.
**Performance Metrics and Monitoring**
- Track key performance metrics, including response times and resolution rates, to ensure efficient support delivery.
**Quality Assurance and Improvement**
- Implement and maintain quality standards for customer interactions, guaranteeing a high level of service.
**Workflow Optimization and Process Improvement**
- Streamline processes to enhance efficiency and reduce customer wait times.
**Training and Development**
- Provide ongoing training to support agents, keeping them updated on product knowledge and support techniques.
**Technology Management and Adoption**
- Oversee the use of support tools and technologies to boost productivity and customer satisfaction.
**Customer Feedback Analysis and Action**
- Analyze customer feedback to identify areas for improvement and implement strategies to enhance customer experience.
**Escalation Management and Resolution**
- Effectively handle and resolve escalated issues, ensuring timely and satisfactory resolutions.
**Staffing and Resource Planning**
- Manage staffing levels to meet demand, including scheduling and optimizing workforce resources.
**Reporting and Data-Driven Decision Making**
- Generate reports on support performance and utilize data to inform decisions for continuous improvement.
**Communication and Team Collaboration**
- Foster effective communication within the team and with other departments to ensure a cohesive approach to customer support.
**Salary Range:** $60,000 - $80,000 per year
**Location:** [Insert Location]
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