Position: Support Service Manager
Department: Global Services
Location: Calgary, AB
Position Type: Full Time
Reports to: Director, Global Services
Reporting to the Director, Support Services, the Manager, Support Services is responsible for the day to day management of Global Services. The Manager, Support Services ensures prompt and cost-effective implementation of SLAs, and that processes are carried out in accordance to contractual obligations. This role directly interfaces with internal and external escalations and oversees the overall supervision and management of all support staff.
Key Responsibilities:
- Host bi-weekly reviews for all direct reports.
- Adhere to Manager schedule and to be in office during the specified time as well as on call 24/7.
- Develop and Maintain the KVI/KPIs which will be upheld by the Team Leads.
- Assist with the development and management of Global Services budgets.
- Assist in investigating, resolving and reporting on internal network performances and issues.
- Ensure sufficient recovery mechanisms and emergency preplans are maintained and available when needed.
- Manage and support the Global Services Teams with their professional development and proactive succession plan for the Global Services.
- Upholding of KVIs and KPIs in accordance to individual and departmental performance requirements necessary to the progression of employee career development.
- Issue monthly (or as required) reports on service results along with an analysis identifying chronic problem areas; initiate action plans to resolve performance issues.
- Provide status reports on a daily, weekly, monthly and an as required basis for ongoing projects.
- Ensures the planning and development of Global Services meets both customer requirements and business needs.
- Ensures effective management of budget, facilities, staffing, controls and productivity/efficiency.
- Develop and maintain key processes to provide high quality and cost-effective results for customers and develop/implement ongoing operational improvements to more effectively deliver improved customer service at reduced operating costs.
- Maintenance of SLAs and Processes to ensure contractual obligations are achieved.
- Ensure established guidelines are followed to provide quality service both internally and externally.
- Recruit, develop and maintain a high performing team.
- Effectively manage the overall performance of the team, providing feedback and constructive criticism allowing members to meet objectives.
- Set expectations and hold people accountable; promote team work through open and honest conversations.
- Anticipate risks and issues; ensure appropriate action is taken to mitigate/resolve them.
- Communicate departmental targets and follow up accordingly.
- Ensure all administrative duties are tracked and completed including case creation, outage alerts and escalations.
- Communicate effectively with all levels of the organization; verbally and written.
- Communicate frequently with Client Relationship Managers to maintain situational awareness and ensure the PSS group is working toward, and prepared for, Guest-tek’s common goals.
- Ensure training is up to date and individual needs are identified for the group.
- Ensure training courses are scheduled.
- Keep staff up to date on new products and initiatives.
- Create and maintain training, retention, and career progression plan in cooperation with the Global Services Management Team.
- Maintain awareness of all ongoing issues and ensure that they are being resolved with accordance to the SLA associated with the severity of the issue
- Maintain communication with all levels of Hotel to ensure communication with regards to ongoing and previous issues were resolved.
- Ensure that team of Support Supervisors are efficiently and effectively dealing with ongoing issues
- Ensure that the Support Supervisors are conducting expected tasks as outlined in their role expectations.
- Other duties as required.
Qualifications:
- 3+ years’ experience working in a Call Center / Customer Service environment.
- 3+ years’ experience as a member of the Guest-tek team is an asset.
- 3+ years’ experience in network troubleshooting is an asset.
- Superior aptitude for analysis of data matrix and reporting.
- Knowledge of budgeting and experience with fiscal management is an asset.
- Demonstrated exceptional coaching and team building skills.
- Proficient with the use of Microsoft Office.
- Knowledge of various Operating Systems (Windows, Linux, MAC).
- Capable of effectively managing employees in remote locations.
- Exceptional organizational skills and the ability to multitask with attention to detail.
- Proven ability to recruit select and maintain top qualified employees.
- Able to interact with different levels within the organization.
- Travel may be required.
Personal Attributes:
- Superior communication and interpersonal skills.
- Positive, “can-do” attitude.
- Customer and business-oriented approach.
- Motivated, reliable, and goal oriented with a proven dedication to customer care excellence.
- Proven ability to manage, motivate, train and develop employees.
GuestTek Interactive Entertainment Ltd.
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