Support Manager 1 - Winnipeg, Canada - Keyloop

Keyloop

Verified Company

Winnipeg, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Managing the performance and results of diverse and sometimes geographically distributed teams, you will resource, organise and facilitate the provision of a quality, accurate and timely support service to our customers.

Responsible for proactively managing the Keyloop customer base, including managing escalations, participating in customer meetings, and developing operational relationships with our key customers.

Working collaboratively with service improvement and technical escalation functions to provide a 'Worldclass' service.

The Product Support Manager is a highly committed individual with a background working in a problem solving, customer service environment, and experience of managing and motivating teams.

You have excellent verbal and written communication skills, demonstrate flexibility and integrity, and able to build positive working relationships with/across teams, functions and customers.

Key Duties & Responsibilities:

Supporting and executing the strategy, mission and vision of Keyloop Support.
Improving the support delivery quality through engagement with other Keyloop Support Teams.
Recruitment, management and development of Support associates, including coaching, mentoring, and regular onetoone interactions to ensure expectations and the company/department direction are clearly communicated.
Leading, organising and motivating the team to deliver the highest possible quality of service to Keyloop customers in resolving their issues; will involve continuous improvement of support processes and working practices, based on customer and associate feedback.
Creatively managing and allocating resources to ensure appropriate availability and skill within the team to resolve customer issues in optimum timeframe.
Monitoring and managing according to key metrics that measure the effectiveness of the team in meeting key goals; continuously seeking to improve processes and working practices to ensure that these goals are achieved.
Building effective working relationships and collaborating with other functions/support teams to ensure smooth information flow and the operational success of Keyloop's Support Function.
Acting as an escalation point for high severity customer issues that arise from the team, or directly from customers.

Skills / Knowledge & Experience
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Bilingual in French and English:

Leadership experience in a customer service/support environment
Proven track record in motivating a team and driving measurable improvement in engagement, performance
Prior experience of presenting management information
Track record of working with a high degree of autonomy
Proven experience at leadership level and a strong capability to move into Management position
Exceptional organisation skills
Performance driven results oriented
Level headed and good under sustained pressure
Exceptional communication, numeracy and report writing skills
Ability to deal with ambiguity and conflict
Proven experience of creating, implementing and improving operational processes and best practice
Effective customer engagement skills
Effective in managing and motivating teams
Effective planning of resources
Demonstrable use of a variety of written and verbal communications techniques
Knowledge of case management
Experience of monitoring adherence to SLAs and KPIs

Qualifications required:

Essential:

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Bilingual in French and English:

Leadership experience
Experience of working with customers
ERP Application support
Experience of supporting customers to a high level of performance, productivity and customer satisfaction