The Senior Support Operations Manager is responsible for the leadership and day to day operations of the management teams that support our customers in a fast paced, high growth customer support center.
What You Will be Doing:
* Lead and guide BPO partners to hit SLA’s * Manage SLAs, KPIs, and scheduling to successfully support business needs * Collaborate with customer support leadership and other business stakeholders to identify and implement operational needs and improvements * Improve productivity and quality by highlighting deficiencies and recommending a change in tools, training, processes, reporting and employee engagement * Provide regular coaching and feedback to team to ensure team success and professional growth * Provide input on developing system for internal recognition for hard work and success * Advocate for training, tools, and other materials through close partnership with multiple departments * Collaborate with business leads to establish process and policies that keep customer experience top of mind
What We Are Looking For:
* Experience and exposure to documenting and improving processes * Excellent analytical and problem-solving skills, combined with the ability to provide quick resolutions to problems * The ability to monitor staff, enforce policies objectively, and ensure productivity * Effective listening and strong verbal and written communication skills * Ability to closely partner with other departments within organization * Prior web hosting experience in a high volume operations and customer support environment a plus * Advanced knowledge of standard web technologies (servers, domains, email, and FTP) * Proficiency with Windows operating systems and MS Office applications, including Word, PowerPoint, and Excel * A Bachelor's degree or equivalent management experience with 5 to 7 years of customer support experience