Insight Global is seeking a Customer Support Manager to sit on site in Cleveland, OH. In this role you will be responsible for overseeing around 40-50+ people who work domestically and internationally.
As a Customer Support Experience Manager, you will oversee a team of support representatives, providing guidance, training, and performance evaluations. You will also be responsible for setting key performance indicators (KPIs) and ensuring that the team meets or exceeds these goals. Additionally, you will also be responsible for understanding each of our customer environment profiles, handling escalated customer issues, analyzing contact center metrics, and ensuring compliance with company policies and industry regulations. You will also be responsible for ensuring proactive customer care and anticipating the needs of our customers. Your role will involve identifying areas for improvement, implementing innovative technologies or processes, and ensuring that customer interactions align with the company’s values and objectives.
Your primary goal will be to create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service for our customers. Your work environment will have some hybrid elements built upon an onsite foundation. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. You should be able to analyze data, identify trends, and make data-driven decisions to improve service quality. Additionally, you should be comfortable working in a fast-paced environment and managing multiple priorities simultaneously.
Key responsibilities include monitoring customer interactions, handling escalated issues, and collaborating with other departments to ensure a seamless customer experience. You will also be responsible for developing training programs, creating support documentation, and implementing customer feedback mechanisms to drive continuous improvement. Additionally, you will be responsible for the design and ongoing optimization (and will be included in the implementation) of an omnichannel contact center suite of technology tools and processes.
Desired Skills and Experience:
Compensation:
$80k to $110k per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education
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