Customer Support Operations Manager

CITY: Madison STATE: Wisconsin COUNTRY: USA Essential Functions (Responsibilities):
*Structure work, design efficient/effective work for the systems analyst and the credit specialists.
*Select diverse, highly skilled people and provide development resources and opportunities.
*Foster a team environment with the credit and system analysts positions as well as Customer Support
*Develop and maintain systems, such as standard operating procedures, software and records
*Ensure training is provided for new hires as well as any system updates to the entire customer support team
*Analyze Customer feedback as it related to the customer support organizat
*Inspire high performing customer support teams.
*Set AR goals and expectations. Monitor progress. Reward outcomes.
*Establish team and individual goals for collections in line with the businesses' strategy.
*Ensure that call coaching occurs to support collection efforts
*Work with Customer Support Teams & Managers to resolve critical customer issues in regards to past due invoices.
*Provide/facilitate the training and development of each Customer Support representative. Evaluate their needs, set joint objectives and develop a plan to provide the training and coaching required.
*Actively participate in the recruiting and selection of new Systems Analyst, and recommend changes in promotions, terminations, salary adjustments, etc. as necessary to the Director of Customer Support
*Lead by example and communicate to employees the responsibilities of conducting themselves in a professional manner as company representatives and the importance of maintenance and protection of company assets.
*Recommend developments or updates of policies and procedures to Director of Customer Support, as required.


Qualifications/Requirements:
*BS/BA in Business or related field or a minimum of 5 years experience in customer service, systems or service.
*Minimum of two years successful management experience with responsibility over others.
*Intermediate level proficiency in the following applications; Microsoft Outlook, Access, Power Point and Excel.
*Effective at identifying root causes of problems; generating and evaluating alternative solutions; implementing problem resolutions quickly and effectively.
*Takes charge to make things happen; takes immediate and independent action when needed; identifies what needs to be done and does it.
*Results oriented, tries alternative approaches when confronted with obstacles or criticism; works diligently to achieve difficult objectives.
*Ability to prioritize and meet deadlines. Adaptable to multiple requests and daily changes.
*Develops realistic and effective plans for meeting goals; establishes time lines and measurable checkpoints; estimates resources needed; demonstrates ability to develop options.
*Shows insight into the actions and motives of others; recognizes when relationships with another is strained and takes the initiative to correct it.
*Responds to others' concerns and complaints in a positive manner; delivers feedback and voices objections to others' ideas and opinions in a supportive, non-accusatory manner.
*Accept and adhere to high ethical, moral and personal values in decisions, communication, action and when dealing with others.
*Be reliable, responsible, dedicated, committed and fulfilling obligations.
*Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations.
*Willingness to take a drug test
*Willingness to submit to a background investigation



Desired:
*Green Belt Certified
*Proficiency in Siebel & Oracle applications
*Knowledge of Customer Support environment
*Successful experience leading a project or team

General:


We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements. We are an Equal Opportunity Employer.