Virtual Technical Care Center Manager

Responsibilities and Duties:

Interviews, hires, trains, and monitors job performance of local office TCC associates.
Provides communication to associates through group meetings, individual meetings, and written correspondence to ensure associates are fully informed of changes in policies, procedures, and company related issues and to share best practices.
Monitors calls for technical accuracy and quality customer interactions to identify training and coaching opportunities.
Answers questions and recommends corrective services to address customer complaints.
Conducts performance appraisals and monitors associate development.
Monitors individual and team results for performance trends to ensure attainment of service goals and performance expectations.
Monitors queue and call volume and makes necessary adjustments to ensure proper maintenance of service levels.
Handles escalated customer inquiries and complaints in a professional manner.
Creates and maintains a positive and professional work environment and addresses associate issues.
Creates processes to standardize procedures for improved efficiency.
Requests necessary changes in staffing based on anticipated events, queue data, time off requests, attrition, and other data.
Assists with local office management functions as needed.
Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.  Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.

Qualifications:

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Valid driver’s license and a good driving record.
Must be detail-oriented with excellent customer service, oral and written communication skills.
Ability to supervise, coach, and direct Technical Care Center associates in a professional manner.
Computer proficiencies in Microsoft Office products.
This position will require up to 15% travel.

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