Sr Manager, Software Technical Support

Remote Customer Service Manager

This position is responsible for managing TSMs' activities, oversee TSM growth and development, and coordinate with functional leaders and process owners to ensure all systems are working properly, so timely and effective customer service expectations are met and / or exceeded at all times. Works toward and assist in the achievement of individual, team and department goals, objective and initiatives.

What you will do :

• Develop and implement customer service policies and procedures
• Monitor customer interactions and ensure high-quality service is provided
• Analyze data and feedback to improve customer service performance
• Collaborate with other departments to enhance the overall customer experience
• Stay up-to-date with industry trends and incorporate best practices into customer service strategy
• Demand and resource planning based on volume trends
• Actively seek to improve the customer experience, ensuring high-quality customer service by participating in the escalation and quality control process monitoring and improvement
• Coach and train Supervisors and Managers in department processes, career pathing, and mentor leadership skills needed to perform effectively in their positions
• Monitor department statistical reports and coach management team where necessary to ensure timely and best-in-class customer service
• Coordinate with operations to facilitate the creation of project plans with proper scoping, estimates, and resourcing
• Mentor and ensure each supervisor's team is meeting department targets and goals
• Handle high-level customer escalations with applicable individuals, groups, and departments
• Work with the leadership team and operations to recommend process improvement and lead implementation of determined changes across all support teams to ensure an effortless and high-quality experience for customers and technicians
• Participate in special projects and perform other duties as required

Qualifications :

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.