About the Role
Manager, Technical Care Center
GA • Service Delivery
Job Type
Full-time
Description
Join Clearwave Fiber as a Technical Care Center Manager and Lead Our Mission to Connect Communities!
Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams and streamlining processes in the telecom industry? If so, Clearwave Fiber is looking for you! We’re on a mission to empower people and communities through connectivity, and we’re seeking a dynamic Technical Care Center Manager to lead our Technical Assistance Department. This is your chance to make a significant impact in a company dedicated to its customers, communities, and colleagues.
About the Role: As our Technical Care Center Manager, you’ll be the driving force behind a team committed to excellence. You’ll oversee both internal and external customer support, ensuring that every interaction is a positive one. Your leadership will inspire a customer-first mentality, fostering a team environment that maximizes productivity, performance, and results. Based in Georgia, Florida, Illinois, or Kansas, this role is your opportunity to take charge and deliver unmatched service in a thriving company.
What You’ll Do:
- Lead and Inspire: Guide a dedicated team in the Technical Assistance Department, ensuring every customer interaction leads to satisfaction and delight.
- Foster Teamwork: Create a positive work environment that encourages collaboration, productivity, and top-notch performance.
- Operational Excellence: Manage the daily operations of our Technical Assistance Center, focusing on high standards of productivity, quality, and customer service.
- Drive Improvements: Identify and implement enhancements to improve the experience for both customers and employees.
- Set Strategic Goals: Align departmental goals with the company’s objectives, driving success and growth.
- Champion Change: Act as a liaison for change management, effectively communicating business initiatives to your team.
- Analyze and Report: Prepare and deliver operational reports, identifying trends and opportunities for growth.
- Budget Management: Ensure the department operates within or under budget.
- Evaluate and Train: Assess staffing levels and training needs to meet company goals.
- Performance Management: Conduct annual and semi-annual reviews, providing guidance and making salary recommendations.
- Flexibility Required: Be prepared to work non-standard hours in a 24/7 department.
Requirements
What You’ll Bring:
- Telecom Expertise: Minimum of 5 years in telecommunications, specifically in a Call Center Technical Support role for both Business and Residential customers (voice, video, and internet).
- Educational Background: Bachelor’s degree or equivalent work experience.
- Relationship Building: Strong sales skills, business acumen, and a deep understanding of customer needs.
- Communication Skills: Excellent interpersonal, verbal, and written communication abilities.
- Analytical Skills: Proficiency in contact center management best practices.
- Technical Proficiency: Advanced skills in MS Word, Excel, and PowerPoint, and a solid understanding of video, internet, and telephone technologies.
- Process Improvement: Experience in creating policies, procedures, and workflow processes.
- Travel Flexibility: Ability to travel between call centers, office locations, and vendor sites as needed.
- Remote Work Readiness: A quiet, distraction-free work area with reliable internet service (Clearwave Fiber coverage may be provided as part of your benefits if within our footprint).