Manager, Production Support

2 months ago

Waterloo, Canada Open Text Corporation Full time

**Manager, Production Support**:

- Req id: 39438- Waterloo, ON, CA**OPENTEXT**
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

**The Opportunity**:
We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

**You are great at**:

- Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
- Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality
- Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support
- Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
- Understanding internal structure and build interdepartmental relationships
- Understanding the policies and procedures of OpenText Customer Care
- Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals
- Leading and coaching a high performing team of engineers
- Drive innovation and continuous improvement in Customer Care
- Manage and/or contribute to support related projects

**What it takes**:

- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high value projects and drive them to completion
- Demonstrated leadership capability in cross-functional team environments
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics

**Skills & Experience**:

- Prior Contact Center experience
- Prior management experience
- Demonstrated knowledge of industry best practices
- Strong analytical skills and understanding of key metrics associated with call center environments
- Strong staff coaching and counseling skills to influence others to take action and achieve objectives
- Knowledge and experience in backup and recovery, cloud-based solutions and services.
- Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
- Experience managing Partner and customer escalations and relationships
- Proven leadership, project management and problem-solving experience
- Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
- Manage escalated customers with diplomacy and professionalism
- Strong verbal and written communication skills
- Ability to define problems, gather data, establish facts, and draw valid conclusions
- You are self-directed, and know how to get the job done as quickly and efficiently as possible
- You are a natural motivator, able to turn any negative into a positive

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