Orange Health - Manager - Customer Support

We are looking for a Sr Manager to manage our Customer support team. The team is responsible for Inside Sales, Order conversion and Chat support to the end consumers. Our Ideal fit would be someone who has managed highly productive customer support teams (Order Conversion per agent, Chats per agent etc) with high customer ratings (CSAT and NPS).

Responsibilities

1. Ensure they have the tools and training to succeed while managing teams' productivity and quality delivery

2. Ensure Always On 100% operational excellence every hour of every day

3. Work with Revenue cross-functional teams to understand current and future agent staffing needs and hire/train on time

4. Identify and execute system/process enhancements to improve operational productivity and efficiency (Woth with product/engineering teams)

5. Create and execute staffing plan to hire all Customer Support Associates

6. Collaborate with the Training team in creating and managing onboarding and training processes for all new hires

7. Develop and lead strategic Customer Support initiatives to better service customers

8. Resolve complex or unusual business problems across functional teams

9. Guide Customer Support Leads in providing coaching and mentoring support for front-line Customer Support staff

10. Participate as an active member of the Operations Leadership team

Qualifications

1. Demonstrates a sound knowledge across a range of (generally, related) discipline areas

2. 8+ years cumulative experience in BPO/KPO, professional services, software development & support

3. Teamwork - candidates will need to be strong team players, who support their colleagues and share their skills

4. Excellent analytical troubleshooting skills and ability to own problems through to resolution being able to analyze statistical data

5. Excellent documentation and PowerPoint presentation skills

6. Managed a customer support function of 200+ team members with multiple sub-functional teams

7. Managed and improved Support Cost by Order/Revenue over time through strategic initiatives