Director, Technical Support - job 2 of 2

The Director, Technical Support acts as a leader and coach, sets organizational direction, and translates vision into action. As a leader, through departmental and cross-functional collaboration, the Director will identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the customer experience to eMoney’s clients. As a coach, the Director is responsible for driving the development of their team at all levels to support the goals of the business and maximize return. As part of their guiding philosophy, the Director should drive competitive advantage through improving operational efficiency, implement processes to scale, development and empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention.

The Director will report into the VP, Client Support and work in close partnership with the entire Client Support leadership team, to ensure the vision, mission, and charter of the organization is uniformly understood, appreciated, and put to action. The Director will set the tone, promoting a healthy, customer-focused, customer-obsessed, culture that promotes both customer, and employee satisfaction. Manages and directs both front line Tech Support Leaders and their teams in phone, chat, and email channels. In addition, leads and manages back-office Tier 2 teams such as; Application and Data Support Analysts as well as Engineers in the diagnosis and triage of escalated client reported issues, the analysis of data for process and workflow improvements and tool and utility development.

Job Responsibilities

• Direct business processes, which, when implemented, will drive down client friction and lead to exceptional performance.
• Direct to a set consistent service delivery key performance indicator as required by functional role.
• Select and recruit team members with high potential in leadership and who will drive service delivery.
• Drive repeatable, scalable, and timely departmental workflow and productivity.
• Deliver the vision which supports company initiatives and drive the development of supporting tactical proposals.
• Ensure a high-quality customer support experience through monitoring and measuring staff performance to identify areas of risk and improvement. Take corrective action as necessary to ensure that goals, objectives, and metrics are met within SLAs.
• Follow-up with unsatisfied client escalations to ensure issues are resolved to the client’s satisfaction.
• Partner with the Contact Center leaders to consistently achieve key business metrics (Skill Based Routing, Service Levels, Average Speed of Answer, Actual Handle Time)
• Responsible for execution and ongoing operational management of all contact center, IVR, Routing initiatives and other tools and technologies as assigned.
• 24/7 technical operations management of contact center, including outage identification, outage escalation, outage management and root cause assessments
• Ensure technology is working to support eMoney customers across multiple channels including voice, chat, email, messaging.
• Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, increase revenue and improve customer experience and operations.
• Drive programs and strategies to enable staff effectiveness through policy, process, procedure, tools and technology within the department and cross-functionally.
• Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
• Provide leadership for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations.
• Report productivity updates, operational achievements, and progress to the VP Client Support on a regular basis including statistical analysis and improvement of action plans. Provides reports on work throughput (work accomplished) and work capacity of the team (bandwidth).
• Ensure staff are engaged and enabled with the tools, knowledge, and support needed to accomplish the team’s goal of support delivery.
• Engage in customer-facing events and activities to promote the team, the company, and to understand the customer-experience.
• Promote through demonstration a collaborative working environment – drive and celebrate collaboration.

Requirements

• Bachelor’s degree in Computer Science or related field or equivalent experience required
• 8+ years managing Contact Center Technical Support team or equivalent role
• 3+ years of Development Experience preferred, but not required
• Be relentless to drive root cause of all critical outages
• Tenacity, a bias for action and the ability to overcome obstacles and efficiently implement on multiple projects simultaneously, at times under extremely tight deadlines
• Must be a creative problem solver and have a keen curiosity about ensuring the best possible experience for our users
• Must be able to identify single points of failures and deliver consistent day to day operation excellence on behalf of the customer
• Must be able to take the vision set by the VP Client Support and deliver and execute against that vision

Skills

• Customer focus, engagement, and advocacy
• Quality and customer experience driven
• Demonstrated leadership abilities
• Ability to lead, train and motivate staff at all levels and cross-functionally
• Ability to set goals and meet deadlines at the initiative, project and task level
• Ability to delegate appropriately and monitor/measure effectiveness
• Ability to work well with all levels of management
• Ability to deliver constructive criticism in a motivating fashion
• Strong independent judgement and decision-making skills
• Previous experience with software application development
• Top notch organizational skills and ability to work within processes
• Ability to handle multiple tasks/assignments in an efficient manner
• Organized and highly motivated self-starter
• Excellent verbal and written communication skills
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectations
• Strong research capabilities in reviewing and resolving complex issues
• Proficient in Microsoft Office and Salesforce
• Knowledge of internal data aggregation (API, Parser, Bulk File)
• Knowledge of Call Center Technologies (i.e, Telephony, CRM)
• Knowledge of Business Intelligence/Analytic Tools (i.e., Microsoft Power BI, Looker)
• Knowledge of Cisco, Calabrio, Webex, eMoney App, Nexus App, and Kabana
• Development Experience with one or more of the following: SQL, C#, SOAP/REST APIs, JSON, ETL

The salary range for this position is $128,000 - $171,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.