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Manager, Customer Support

Posted 1 day agoViewed

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💎 Seniority level: Manager, 5+ years

💸 Salary: 90000.0 - 95000.0 USD per year

🔍 Industry: Auto-repair shop software

🏢 Company: Shopmonkey👥 101-250💰 $75,000,000 Series C over 3 years agoAutomotiveSaaSInformation TechnologyCloud ManagementSoftware

🗣️ Languages: English, Spanish

⏳ Experience: 5+ years

Requirements:
  • 5+ years of experience supervising a contact center or similar role.
  • Demonstrated effective leadership and people management skills.
  • Well-versed in contact center-specific Workforce Management concepts.
  • Ability to prioritize and work independently and as part of a team.
  • Strong organizational and time management skills.
  • Proven ability to motivate teams for best-in-class customer service.
  • Outstanding verbal and written communication skills.
  • Proficiency with statistical reporting tools, especially MS Excel.
  • Strong analytical and mathematical skills.
Responsibilities:
  • Monitor Shops contacts to ensure quality standards are met.
  • Manage call and chat volume through reporting and analysis.
  • Oversee daily operations of the contact center.
  • Monitor and manage Chat and Call Queues.
  • Manage team schedules and support quality assurance.
  • Support technology implementation impacting the contact center.
  • Generate daily KPI reports for team performance.
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