We are seeking an experienced and dynamic Senior Manager to lead our customer support operations from our headquarters in Washington DC . As the Senior Manager, you will be responsible for leading the seamless operation of the service management customer care center and overseeing all technological aspects within the department. This role entails mentoring, motivating, and guiding the team to deliver exceptional service while focusing on staff development, and overall customer satisfaction. This will play a pivotal role in maintaining professionalism, minimizing attrition rates, fostering employee growth, and ensuring efficient service management practices. Leveraging data-driven insights, the Senior Manager will drive operational improvements throughout the organization, all while adhering to budgetary controls and financial reporting for the service operations. Join our team and play a pivotal role in shaping the future of our customer service excellence from the heart of our operations in Washington DC.
Essential Duties and Responsibilities
Manage a team of 10-15 Service Associates, including staffing schedules and rotations.
Oversee the 24/7, 365-day operation of the Service Operations Center.
Evaluate and refine operating procedures, implementing necessary changes.
Select, train, coach, and assign tasks to all team members.
Develop, document, and optimize policies, processes, and procedures for the department and field locations.
Ensure seamless workflow for incoming and outgoing service requests.
Collaborate on the department annual budget and provide P&L reporting.
Establish effective collaboration between field locations and the service center to ensure consistent service delivery.
Conduct regular performance reviews, address work-related concerns, and implement improvement strategies for Associates.
Develop a structured follow-up and performance reporting mechanism.
Elevate service quality for clients and customers, particularly for phone and intercom communications, maintaining SLA compliance.
Lead the customer escalation process and analyze potential issues, offering swift resolutions.
Oversee project launches and integration efforts for new parking locations, including intercom systems and field site functions.
Possess an in-depth understanding of all relevant technologies and systems used in the department.
Collaborate with the business intelligence team on data integration projects and provide specialized reporting.
Foster cross-departmental collaboration, maintaining a culture of continuous learning and employee development.
Ensure an organized and efficient working environment within the department.
Stay updated on the latest technologies and trends for remote customer service centers.
Minimum Job Qualifications
Minimum of 5 years' proven management experience required.
Proven experience in managing large teams of call center agents, with a track record of achieving service levels and customer satisfaction targets.
Previous experience in parking operations.
Familiarity with CRM, Help Desk, Incoming Call Center, Telephony Systems, and basic call center technology.
Ability to work in a fast-paced environment and adapt to changing priorities.
Enjoys working with internal and external customers.
Bachelor's degree or equivalent work experience
A Successful Candidate Would:
Exhibit strong organizational skills.
Be proactive and self-motivated.
Display enthusiasm for learning new technologies.
Possess meticulous attention to detail.
Demonstrate creative thinking and future-oriented planning.
Proficient in computer and network support
Enjoy nurturing talent and coaching team members.
What Makes This Role Exciting?:
Opportunity for rapid growth.
Strategic significance within the company and for clients.
