Operations Support Manager

3 weeks ago

Kitchener, Ontario, Canada Open Text Corporation Full time

Manager, Production Support

Company: OpenText Corporation

About OpenText:
OpenText is a premier global entity in information management, where innovation, creativity, and teamwork are integral to our corporate ethos. Joining our team means collaborating with some of the most esteemed organizations worldwide, addressing intricate challenges, and contributing to initiatives that define the future of digital transformation.

Position Overview:
We are in search of a Team Manager for our Customer Support division. This role is tailored for individuals who are dedicated to customer satisfaction and will play a crucial role in the operational excellence of our customer contact center.

Key Responsibilities:

  • Overseeing issue escalations and collaborating with account managers, team members, and external partners to ensure prompt resolutions.
  • Conducting evaluations on ongoing tickets to verify precise technical execution, timely processing, and exceptional customer service.
  • Leading departmental initiatives aimed at developing new programs and solutions to enhance service offerings and customer experience.
  • Facilitating the acquisition of necessary support and training for team members to excel in their roles.
  • Boosting team morale through effective leadership, management, and coaching techniques.
  • Engaging in one-on-one sessions with direct reports to set and review goals and objectives, ensuring alignment with both employee and organizational needs.
  • Collaborating with senior management to maintain consistent performance and messaging across a growing international support team.

Qualifications:

  • Proven track record of sound judgment and decision-making in roles with substantial responsibility.
  • Highly self-sufficient and capable of independently identifying high-impact projects and driving them to fruition.
  • Demonstrated leadership skills in cross-functional team settings.
  • Comfortable navigating complex technical environments.
  • Ability to articulate and substantiate informed opinions on significant topics.

Required Skills & Experience:

  • Previous experience in a contact center environment.
  • Prior management experience.
  • Demonstrated understanding of industry best practices.
  • Strong analytical capabilities and familiarity with key metrics relevant to call center operations.
  • Effective coaching and mentoring skills to inspire others to take action and achieve objectives.
  • Bachelor's degree in business or a related field, or equivalent experience, with a minimum of 3 to 5 years in customer applications support. An advanced degree is preferred.
  • Knowledge and experience in backup and recovery, as well as cloud-based solutions and services.
  • Proficient in Microsoft Windows Operating Systems and Microsoft Office or equivalent software.
  • Experience managing partner and customer escalations and relationships.
  • Proven leadership, project management, and problem-solving skills.
  • Ability to effectively negotiate and resolve issues for both internal and external customers.
  • Manage escalated customer interactions with professionalism and diplomacy.
  • Strong verbal and written communication abilities.
  • Capable of defining problems, gathering data, establishing facts, and drawing valid conclusions.
  • Self-directed with a focus on efficiency and effectiveness in task completion.
  • A natural motivator, skilled at transforming challenges into opportunities.

Commitment to Diversity:
OpenText is dedicated to fostering an inclusive workplace that transcends mere compliance with applicable laws. Our Employment Equity and Diversity Policy guides our efforts to maintain a work environment that welcomes everyone, regardless of culture, national origin, race, gender, gender identity, sexual orientation, family status, age, veteran status, disability, religion, or any other protected characteristic.

We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and recruitment process.


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