Manager, Customer Support Operations job Portland Oregon
Manager, Customer Support Operations job Portland Oregon
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Manager, Customer Support Operations Job



Employer Name: SpiderID: 7538128
Location: Portland, Oregon Date Posted: 5/7/2018
Wage: Category: Management
Job Code:

Job Description:

We are CorSource Technology Group, a locally owned technical staffing and recruiting firm in Portland, Oregon.

We encourage you to submit your resume to the job posting link, or directly contact:

Richeal Royal, Senior Technical Recruiter
rroyal@corsource.com, 503-726-4574

15553
Manager, Customer Support Operations
Direct Hire
Portland, OR

This position requires the ability to work without any sponsorship.

As a Manager for Customer Support Operations, you’ll build and lead a high functioning team of full time Support Analysts. This is a rare opportunity to help establish an office, build a team from scratch and be part of disrupting traditional global financial markets.

Responsibilities:

Manage a team of high performing customer support analysts for a specific product line and serve as a domain expert across multiple channels (voice, email and social etc).
Collaborate with business units to set service level agreements (including resolution, quality, and productivity) and define strategies for execution.
Act as a valuable member of the global support management team and provide operational insight across internal advocacy, tools, quality and training teams.
Determine opportunities to scale efficiently and effectively through partnerships with various departments across the organization, including sales, client services, compliance and legal.
Work with senior vendor leads and attend weekly and monthly business reviews, providing overall guidance for governance and prioritization.
Serve as an escalation point for critical issues and incidents.
Utilize an in-depth understanding of metrics to drive data-driven business decisions.
Focus on individual and team mentorship, career development and employee engagement.
Continuously add value through effective project management, ruthless prioritization and efficient execution.


Job Requirements:
Requirements:

Motivated by our client's mission and creating a seamless support experience for our global customer base.
Minimum of 7 years of relevant experience in financial services, technology and/or customer support.
Minimum of 4 years of direct management experience.
Experience scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
Ability to communicate cross functionally.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Travel requirements up to 20% to our client's offices and vendor locations (depending on business need).
Preferred Qualifications:

Experience in project management, analytics and/or vendor management.
Advanced degree in business, finance or CX.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Proficiency in another language (non-English).
CorSource Technology Group is one of the Pacific Northwest's largest locally-owned technical staffing and recruitment firms offering a full range of benefits including health, dental, and vision to its employees. We have a diverse client base offering contract and direct-hire positions at some of the most recognized companies in the world.

Our team would love to get to know you and find that perfect career fit. Please contact us for more details, and click above to apply.

Does this position sound interesting, but perhaps not for you? If you know of a friend or colleague that could be a match, your referral could be worth an attractive referral bonus.

Richeal Royal, Senior Technical Recruiter
rroyal@corsource.com, 503-726-4574

EEO


Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:


Company Profile:
CorSource Technology Group is one of the Pacific Northwest's largest locally-owned technical staffing and recruitment firms offering a full range of benefits including health, dental, and vision to its employees. We have a diverse client base offering contract and direct-hire positions at some of the most recognized companies in the world.

Contact Information:
Contact Name: Maurnet Mueller Company Type: Staffing Agency
Company: CorSource Technology Group
City: Portland
State: Oregon
Zip: 97204
Web Site: http://www.corsource.com/careers/

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