Job
Description
You will be responsible for managing and leading a team of Eazy DMS Support Specialists, Team Leaders, and Managers (160 FTEs). This includes providing coaching, mentoring, and performance feedback aligned with individual development plans. Your role will involve fostering a collaborative and results-oriented team environment that prioritizes client satisfaction and service excellence. Key Responsibilities: - Develop and implement strategies to improve team efficiency, productivity, and quality of service, exceeding established Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times. - Monitor key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, average handling time, customer satisfaction scores, and revenue generated through support services. - Analyze data and identify trends to optimize staffing levels, routing strategies, and resource allocation. - Implement continuous improvement initiatives and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery. You will also be responsible for regularly tracking and analyzing client satisfaction metrics, proactively identifying and addressing areas for improvement. Your role will involve implementing client feedback mechanisms and actively soliciting feedback to understand client needs and expectations. Additionally, you will develop and implement client satisfaction initiatives to exceed client expectations and foster long-term client relationships. Furthermore, you will streamline support processes to increase first-call resolution rates and reduce ticket resolution times. This includes developing and maintaining comprehensive knowledge base articles, FAQs, and training materials for support specialists. You will also partner with product development teams to ensure product features and documentation meet client needs, as well as identify and implement opportunities to automate routine tasks and leverage technology to enhance support efficiency. Additional Responsibilities: - Stay up-to-date on the latest Eazy DMS features and updates to provide accurate and effective support. - Work closely with other departments such as Sales, Marketing, and Product Development to ensure a seamless client experience. - Contribute to the overall growth and success of the Eazy DMS business vertical. Qualifications: - Minimum of 5 years of experience managing a Tech Process or similar customer service operation in a B2B environment. - Proven track record of success in improving team performance, client satisfaction, and operational efficiency. - Strong understanding of contact center best practices, metrics, and SLAs. - Excellent communication, interpersonal, and leadership skills. - Ability to multitask and work effectively in a fast-paced, results-oriented environment. - Strong analytical and problem-solving skills. - Proficient in Microsoft Office Suite and other relevant software applications. - Knowledge of Salesforce service cloud will be an added advantage. If you join the team, you can expect a competitive salary and benefits package, the opportunity to work with a growing and innovative company, a positive and collaborative work environment, and the chance to make a real impact on the success of Eazy DMS and its clients. You will be responsible for managing and leading a team of Eazy DMS Support Specialists, Team Leaders, and Managers (160 FTEs). This includes providing coaching, mentoring, and performance feedback aligned with individual development plans. Your role will involve fostering a collaborative and results-oriented team environment that prioritizes client satisfaction and service excellence. Key Responsibilities: - Develop and implement strategies to improve team efficiency, productivity, and quality of service, exceeding established Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times. - Monitor key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, average handling time, customer satisfaction scores, and revenue generated through support services. - Analyze data and identify trends to optimize staffing levels, routing strategies, and resource allocation. - Implement continuous improvement initiatives and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery. You will also be responsible for regularly tracking and analyzing client satisfaction metrics, proactively identifying and addressing areas for improvement. Your role will involve implementing client feedback mechanisms and actively soliciting feedback to understand client needs and expectations. Additionally, you will develop and implement client satisfaction initiatives to exceed client expectations and foster long-term client relationships. Furthermore, you will streamline support processes to increase first-call resolution rates and reduce ticket resolutio
