Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time customer support jobs!Immediate Need for Experienced Customer Service Call Center Leader with excellent people skills - who loves problem solving, coaching and developing others and fosters teamwork? This role will be based in our Jupiter, Florida office. Let's chat!Deposita, an Allied Universal® Company, is hiring a Technical Services Call Center Manager. The Technical Services Call Center Manager provides leadership to the Technical Services Call Center team by overseeing daily operations of the Call Center. The successful candidate’s responsibilities will include mentoring, developing, and leading the Tech Services Call Center Team along with establishing key quality measurements to ensure a high level of customer satisfaction.RESPONSIBILITIES:
Oversee day to day operations of both in office and remote Technical Customer Service and Device Support Team to ensure key organizational measurables are met
Actively foster a culture of continuous improvement through the use of active critical thinking skills that positively impact the external and internal customer service experience and deliverables
Maintain appropriate staffing levels by partnering with Human Resources to recruit, select, orient, train and retain employees
Develop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvements
Identify, implement, and improve the daily management of call center technology systems
Effectively conduct team meetings to update members on best practices and to help drive consistency
Work in partnership with senior management to develop operational strategies and personal development opportunities.
Manage escalated support calls to ensure they are handled in a prompt manner
Complete special assignments and projects as requested
Manage attendance, payroll processing, conflict resolution, and scheduling of Customer Service Center (CSC) Team
Respond/address team questions and/or customer issues related to system or device support training
Conduct performance appraisals, discipline, and other personnel actions in regard to those under his/her direct supervision
Participate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needs
Follow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase compliance
Accomplish leadership results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
Maintain safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations
Provide quality service by enforcing quality and customer service standards
Supervise day to day tactical issues, minimize customer escalations and support front line agents on issue resolution
Handle the first line escalation of operational issues
Keep leadership and key customers aware of issues; and identify opportunities to improve efficiencies and customer experiences
QUALIFICATIONS (MUST HAVE):
Must possess one or more of the following:
Associate’s degree in human resources, business administration, communications, or related field of study
High school diploma with a minimum of four (4) years of work experience in training and development
Minimum of two (2) years of experience developing and delivering training content
Minimum of two (2) years of management or supervisory experience
Experience in retail operations, training, help desk, cash handling, customer service (inbound/troubleshooting), accounting, loss prevention or guest services industry
Experience developing comprehensive training materials (presentations, participant manuals, job aids, etc.)
Experience delivering training both in-person and virtually to large and small groups
Work experience must demonstrate each of the following:
Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients’ business models and needs
Ability to coach and provide effective feedback to team members
Ability to develop and present technical content in a friendly, empathetic, and helpful manner
Ability to be a skillful and fluid communicator, processing the flexibility to communicate effectively with each client representative and other client personnel in the style and manner that they prefer
Willingness and ability to act as a Customer Service Center Representative answering customer calls, troubleshooting, and learning more about the customer experience, by covering different shifts during periods where store training is reduced
Willingness and ability to travel as needed
Effective oral and written communication skills
Planning and organizing skills
Proficiency with Microsoft Office Applications
Identifying needs and taking initiative
Problem solving
Active listening
Encourage effective teamwork
Assess and evaluate situations effectively
Identify critical issues quickly and accurately
Compile, sort, and interpret data
Research, investigate, compile information
Mediate conflict with tact, diplomacy
Write informatively, clearly, and accurately
Coaching, mentoring, creating a motivational environment
Strategic Orientation
Team Leadership
Setting and achieving goals
Teamwork
Attention to detail
Strong technical skills including software, hardware, and troubleshooting
PREFERRED QUALIFICATIONS (NICE TO HAVE):
Ability to develop e-Learning content
Scheduling, logistics, and operations experience
Experience working with a Learning Management System (LMS)
Training experience in a retail environment
Bilingual proficiency
Current and valid driver’s license
BENEFITS:
Medical, dental, vision, basic life, AD&D, and disability insurance
Enrollment in our company’s 401(k)plan, subject to eligibility requirements
Eight paid holidays annually, five sick days, and four personal days
Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.
Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.comIf you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices .Location: United States-Florida-JupiterJob Category: Management