Assistant Manager, Wireless Support Tier I role

This position is responsible for managing the customer service outsource vendor(s), the knowledge platform for the Wireless Care Support team, and the development of agents and leaders in the C Spire internal Wireless Care customer service department. They will do this through holding the outsource vendor accountable for achieving and exceeding results.  Serves as a back-up to the Manager, Wireless Support Tier 1.  Must be obsessively passionate about the growth and development of our employees. Passionately committed to excellence. Assistant Manager is responsible for supervising team leaders and outsource sites(s) to ensuring we meet/preferably exceed KPIs including but not limited to NPS, Attendance, Employee retention, AHT/Productivity, call elimination, automation, Churn, Contacts as a % of Customers, etc.  The other major responsibility is to maintain the C Spire knowledgebase and all documentation and help oversee updates to the team to maximize ability to resolve contacts the first time and provide all knowledge needed within the Wireless Customer Care department to service customers. Assistant Manager must have strong critical thinking skills and be open to change and continuous improvement of themselves as well as their team, via feedback coaching, completion of online or in-person learnings and staying on top of the continuous technology enhancements that take place.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

1. Manage the partnership and results of the Wireless Customer Care outsource partner through regular communication, accountability, and motivation.

1. Ensure that all outsource team members’ results are aligned with organizational goals for all metrics including NPS, Average Handle Time (AHT)/Productivity, First Call Resolution (FCR), contacts per hour (CPH), Quality Monitor results, Churn, Contacts as a % of Customers, etc.
2. Maintain the C Spire knowledgebase system and continuously look for ways to improve efficiencies within the organization as it relates to Knowledge and Development for Tier 1 employees to be able to efficiently and accurately perform their delegated responsibilities and meet the required KPI's. Design, format and upload content to the knowledgebase that is concise yet clear and easy to understand.
3. Develop and deliver training to internal and external team members for new processes, systems, and procedures as they are rolled out.
4. Provide steady cadence of impactful recommendations that assist team in meeting/exceeding Calls as a % of Customer goals.
5. Collaborate with Contact Center management to identify needs and develop, maintain and implement and/or provide remedial coaching, training and support for Customer Care employees including but not limited to acting as a peer mentor to team members as needed.
6. Manage external / internal direct reports to drive the C Spire customer experience expectations through agents in the Wireless Contact Centers.
7. Utilize technology to create and deliver ongoing training and support for Wireless Tier 1 employees as discovered necessary by analyzing the feedback received via Quality Monitors, Survey Feedback and escalation data from Tier 2 escalations.
8. Work with Management team to proactively identify customer impacting and employee impacting issues and assist with determining root cause in order to eliminate and/or automate processes.
9. Perform additional duties as assigned by Manager.

Required:

• High school diploma or recognized equivalent required.
• Four-year college degree or equivalent professional experience is required
• Must be proficient in Microsoft Office 365 required. Program requirements include but are not limited to Microsoft Word, Excel, PowerPoint, OneDrive, SharePoint, TEAMs, and Outlook.
• Must have strong ownership mentality and critical thinking skills required to recognize, diagnose and resolve customer impacting and/or employee impacting concerns.
• Proven ability to hold others accountable and deliver results
• Excellent communication (written and oral) skills and interpersonal skills with a strong aptitude for technology- based solutions and products is a must.

Preferred:

• Four years of customer service experience preferred.
• Supervisory experience strongly preferred.

Experience with CRM software and/or Contact Center software