Manager, Technical Assistance Center in Hilton Head Island, SC at Hargray

Date Posted: 5/20/2020

Job Snapshot

Job Description

Manager, Technical Assistance Center

 Are you passionate about making a difference in people’s lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? We are looking for talented people who are ready to grow with Hargray Communications. We are dedicated to developing our employees for a career and future with us. Hargray Communications is offering a career opportunity as a Technical Assistance Center Manager!

 

Manager of the Technical Assistance Center engages, leans in, leads, inspires and develops a customer-focused team with the end goal to deliver Customer Delight on every single customer interaction. This leader will create a work environment that fosters a positive team environment that will enable employees to maximize productivity, performance, and results. This Manager manages the day-to-day performance of the Technical Assistance Center while maintaining a high level of professionalism and cooperation between different departments and work areas. Responsible for hands-on management of customer surveys, inbound calls, outbound calls, ticket queues, emails, chat and any other support needed for residential and business customers in the Call Center while maintaining a high standard of productivity, quality, and customer service.

 

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 700 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

 

Duties and Responsibilities: Including but not limited to the following.

  • Responsible for identifying and driving improvements and for embracing and embodying the Hargray culture that will enhance the customer and employee experience. Meet with direct reports regularly individually and collectively.
  • Sets goals for the operation to ensure that the company can achieve its overall objectives.
  • Ensures excellent service to all customers, external and internal, by coordinating department to operate as a team in accordance with Hargray’s Guiding Principles for customer service.
  • Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to the team in a positive manner that conveys a connection to the business strategy, customers, and employees.
  • Communicates to ensure that information, company goals and objectives, and performance are transferred in a timely manner to all levels of personnel.
  • Prepares and delivers periodic operational reports depicting achieved service levels.
  • Proactively identifies patterns and trends to take advantage of opportunities and mitigate risk; develops associated sales and marketing strategies for dealing with new developments and market areas ready for copper overlays.
  • Builds and executes on comprehensive product lifecycle plans, including marketing plans, product positioning strategies, and market-specific marketing plans where applicable.
  • Works to ensure that the department is operating at or below the expense budget.
  • Evaluates staffing levels for Technical Assistance Center to ensure ability to meet objectives with total customer and colleague satisfaction; make recommendations on increasing or decreasing levels to maintain goals.
  • Evaluates the training needs of the operation so that they can meet or exceed company goals and allocates time and resources to facilitate training.
  • Completes annual and semi-annual reviews of colleagues. Makes wage and salary recommendations for the same.
  • Evaluates and makes recommendations on individual job descriptions to ensure that needed changes are communicated to HR as job requirements change.
  • Flexibility: Schedule flexibility is critical as the role may require non-standard working hours. Regular, consistent and punctual attendance.
  • Must be able to work nights and weekends, variable schedule(s) as necessary.
  • Performs other duties as required.

 

 

Job Requirements

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

  • Bachelor’s degree or equivalent work experience.
  • Minimum 5 years of telecommunications experience in a Call Center Technical Support function for both business and residential
  • Excellent interpersonal, verbal, and written communications skills
  • Strong functional analytical skills (budgeting, costing) in a call center
  • Strong relationship building, sales skills, and business acumen including responsiveness and technical understanding of customers’ present and future needs
  • Proficient in MS Word, MS Excel, MS PowerPoint
  • Strong mathematical, analytical, communication, and organization skills
  • Knowledge of Contact Center management best practices
  • Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
  • Self-motivated and must excel in a minimally managed, high profile position
  • Knowledge of Video, Internet and Telephone technologies and service order procedures
  • Knowledge of Head End, Central Office and Network operations as it relates to content delivery
  • Experience creating policies and procedures and developing workflow/processes

EOE/Disability