Manager, Support Center Operations

SUMMARY

The Manager, Support Operations provides resource and support services to all operations group within the Global Customer Support organization. This role is responsible for coordinating tools, processes, resource materials and human performance to achieve the goals and objectives of the Avetta Global Support organization. This includes the following functional areas and disciplines: Support Representative New-Hire Training, Quality Assurance (Interaction Quality and Verification Quality), internal/external and support Knowledge Management, Enhancement Training, Performance Trending, CSAT Surveying and Reporting, Support Channel Effectiveness and Automation, Documentation of Support Operating Practices and Processes, and Global Ops Standardization.

The Manager, Support Operations meets frequently with management groups across the company to align resources and drive positive outcomes. They must be able to lead teams with confidence while also bringing skills to the role that will adapt to the needs of a dynamic business climate. This role is also responsible for a consistent standard of process and performance internally and with Avetta support partners.

The Manager, Support Operations leads a multi-disciplinary team of internal and external resources, including all people and process leadership duties.

Preferred candidates reside within commutable distance to our Lehi, UT, office on a hybrid basis (3 days in office, 2 days work from home). Candidates within commutable distance to our Houston, Dallas, or Calgary office may be considered on a hybrid basis as well. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leadership of New Hire Training.
• Curriculum development
• Content delivery
• New employee certification
• Adult learning concepts
• Remote, multi channel training
• Leadership of Quality Assurance Processes.
• Develop and maintain interaction standards and guidelines, including interaction rubric, quality scoring matrices, and reporting.
• Interaction (call/chat/email/text) monitoring and scoring
• Verification quality sampling and reporting
• SME expertise and consulting to Avetta internal departments, clients, and other customers.
• Strategic guidance to Support Organization on up-to-date and world-class support center practices and tools.
• Development and delivery of ongoing performance training based on performance challenges, opportunities, and threats.
• Planning and implementation of support tools and technology.
• Virtual Assistant planning and architecture
• AI use case identification, scoping and deployment
• Optimization of support channel balance and usage
• Emerging training and performance management tools and approaches
• Work closely with executive leadership and Avetta Product team to identify, scope, and deploy methods to improve the customer workflow in the platform.
• Identify and deploy strategies to meet support inquiry containment and deflection objectives.
• Maintain Avetta Support Knowledge Base with current, relevant and searchable knowledge articles
• Oversee use of AI in creating knowledge summaries and delivery of knowledge materials to internal and external customers.
• Manage and maintain supplier Help Center with relevant, multi-media materials.
• Work with leadership from SSP, SER, CSM, AM, PS and more to improve internal processes to drive continuous client support improvements.
• Documentation of Standard Operating Procedures, including process documentation and optimization.
• Professional customer facing interactions.
• Join client and supplier calls to discuss support options.
• Evangelize Avetta support options to support customer needs and promote client growth.

MINIMUM QUALIFICATIONS:

• Minimum 5 years of experience in call/support center leadership roles
• Familiarity with customer support business systems, including Salesforce.org, cloud-based telephony platforms, customer survey platforms, etc.
• Experience delivering complex training in an adult learning environment
• Understanding of training tools and techniques
• Experience with standard operating procedure management
• Technological aptitude with ability to assess use cases and operationalize tools
• Metrics-driven and analytical mentality
• Excellent problem-solving skills
• Ability to prioritize and multi-task
• Skilled at working cross-functionally
• Comfortable in a fast-paced environment
• Remarkable written, oral, and interpersonal communication skills
• Understanding of call/support center metrics and SLAs

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