Manage several areas of technical support including but not limited to; troubleshooting, equipment provisioning, revenue management, technical support, data support, and roaming to ensure proper productivity and quality are met. Ensures professional and courteous representatives provide basic technical support with the objective of extending
contracts and enhancing the company's reputation for outstanding customer service. Plans, directs, supervises, and evaluates work flow; provides direction to employees per established policies and management guidance. Responsible for the day to day
application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management and disciplinary practices; and responsible for achieving revenue
and technical support objectives. Monitors and evaluates the quality of Representatives customer calls. Oversees work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements.
Participates in call center initiatives such as recognition, employee engagement, and diversity. Directs the flow of the operation and determines how to fix problems as they arise. Responsible for training, evaluating and managing performance evaluations of
direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Interview potential employees. Observe and evaluate performance of employees and provide feedback. Make sure all requests are tracked and fulfilled in a timely manner. Handle escalated calls. Assure the team stats meet and exceed the required monthly goals. Coach employees to be the best they can be and then some. Provide stats for monthly reports.
Design, update, and deliver New Hire and Developmental Training Programs; Knowledge of Network, Billing System, Price plans, Services and features, and Equipment. Coach and observe employees to ensure the transfer of training. Coordinate training of new products, promotions, services and features. Evaluate training needs; update and monitor Training Development Profile for employees.
Verify all payments reported on outside collection agency statements, complete reports on statement discrepancies and monitor the agencies for reversal of commission taken on said discrepancies; 6 month analysis report and recovery analysis report due monthly using Excel; handle all research needed to assist outside collection agencies with the collection of account and for litigation when needed; audit agencies via ProComm Plus quarterly and a physical audit once a year.
Handle all Bankruptcies, NSF checks, and Credit Bureau disputes; create and maintain reports to monitor the volume of work received and worked daily.