Team Captain, Client Services

Role Overview

• Highly experienced managing support teams in a remote environment.
• Assist with daily operations and manage a team of support specialist to provide proactive and reactive support to customers and partners.
• Effectively communicate and coach to performance expectations on case quality and customer interactions.
• Provide extensive coaching related to Intermedia’s product suite.
• Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders.
• Monitors call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence.
• Meet or exceed operational and customer support experience metrics targets.
• Evaluates, prepares, and conducts weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance.
• Strong ability to adapt to policy and procedure changes.
• Manage Footprints and Oracle Soft Cloud case workload.
• Create and maintain both internal and external support documents.
• Assist during major incident handling procedures in the event an outage occurs. This may include executive and customer facing communication.
• Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA.
• Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director.
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment.
• Strive daily to provide a Worry-Free Experience to customers and internal clients.

Requirements

• Bachelor’s degree or equivalent combination of education and/or 5 -7 years of experience in Technical Support or a customer facing technical role.
• 3+ years of experience in a managerial role, preferably in a remote environment.
• 3+ years’ experience of successfully working in a Technical Call Center Environment.
• SSCA, SSVVP, CompTIA Network+ Certified
• Exceptional written and communication skills
• Well-versed in cloud communication products
• Advanced technical knowledge of Cloud Communication Voice Services.
• Experience managing others in a virtual environment.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Experience working in a virtual environment.
• Ability to delegate effectively, select, train, and motivate others.
• Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
• Proficient in Microsoft Applications including Word, Excel, Outlook, and Microsoft Project
• Excellent organizational skills and an aptitude for detail.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work independently and collaboratively.
• Ability to handle multiple projects simultaneously and work under stringent deadlines.
• Self-motivated
• Demonstrated Time Management skills.
• Ability to remain level-headed in a high-pressured environment.
• Advanced problem-solving & analytical skills.
• Ability to analyze data and identify trends
• Constantly striving for Excellence in Customer Experience.

Tech Stack

• Cloud
• Oracle

Benefits

• We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.*