Customer Support Group Manager

Job Description

The Customer Support Group Manager is responsible for the daily management and operation of a service center network, which includes five sites geographically dispersed, two of which are outsourced. This role requires overseeing and managing workforce availability, resources, and ensuring the efficient operation of the service centers, while meeting pre-set goals and key performance indicators (KPIs). The manager will lead improvement and optimization processes, maintaining a high level of service and ensuring an excellent customer experience.

Key Responsibilities:

• Overall management of availability across all service centers.
• Managing a team of shift supervisors.
• Supervising and overseeing the outsourced operations of the two external sites, ensuring adherence to defined standards.
• Analyzing availability and service data, creating regular reports, and using the information for continuous performance improvement.
• Ensuring the achievement of service and availability goals (SLA) according to predefined KPIs.
• Implementing and improving processes to meet optimal workforce availability goals in service centers.
• Collaborating with site managers (call centers) and other departments within the organization to improve processes and support decision-making.
• Working closely with the WFM (Workforce Management) team.
• Managing the annual budget of the Availability Center and optimizing resource use to meet business objectives.
• Initiating and leading projects for upgrading systems and operational processes.
  
  

• At least 4 years of experience as a call center manager (around 100 employees or more) or as an availability center manager, including managing outsourced environments.
• Strong data analysis skills and experience using KPI reports for performance management.
• Excellent interpersonal skills and the ability to work with multiple stakeholders both within and outside the organization.
• Experience in budget management and operations.
• Strong strategic vision and long-term planning abilities.
• Ability to make fast and efficient decisions in dynamic and changing environments.