The Manager, Client Support Center is responsible for the NSOC via incident tracking, client communication and final resolution. In addition, this position creates and maintains the schedule for staff to ensure coverage during and after business hours. This position also manages and maintains change management and documentation tracking and provides technical support to NSOC associates. In this role, the Manager assures service tickets are resolved in a timely manner across all skill levels supporting all EIP products and services.

Qualifications

  • College degree or related experience
  • 1 – 2 years industry experience
  • Contact Center experience preferred
  • Six Sigma certification preferred
  • Strong knowledge of ticketing management systems and incident tracking
  • High level EQ
  • Solid written and oral communication skills
  • Ability to work directly with internal staff and clients in a professional manner
  • Strong leadership qualities to manage a crew of people
  • Excellent time management skills
  • MS Office

Duties and Responsibilities

  • Manage Associates to meet or exceed the KPIs defined by management
  • Incident and Call reporting and trending analysis
  • Define, document, and enforce methods of procedure for Associates
  • Ensure the Associates are handling and following up on ticket and escalations in a timely manner
  • Conference calls with customers and internal meetings
  • Handling internal escalations

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.