Enterprise Holdings Manager- Technical Support Center, ARMS Business Solutions (Madison, WI) in Madison, Wisconsin

Equal Opportunity Employer/Disability/Veterans

ARMS® Business Solutions has a great opportunity for a Technical Support Center Manager with a knack for motivating a technical team and its members. The team this person will oversee supports customers who use our proprietary, in-demand software for both existing products, and the implementation of new products. This knowledgeable group is also responsible for product-related projects and initiatives.

This candidate will contribute to a thriving company and healthy culture built on thoughtful work, collaborative teams, and clear missions. Our employees make a meaningful impact in our industry. Our company values embrace diversity and support a blend of work and life.

This position is based in Madison, WI:

  • Coach, mentor and reward employees to meet and exceed individual and team goals

  • Create and execute strategic and tactical roadmaps to address customer needs

  • Delegate and track assignments to staff

  • Audit customer calls monthly utilizing functional role audit tools and standards

  • Provide career counseling and development

  • Proactively promote growth opportunities through training and stretch assignments

  • Conduct employee performance reviews

  • Manage all business applications and team tools effectively

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

  • Three or more years of Contact Center management experience that includes:

  • Managing a team of employees

  • Communicating daily with company leadership

  • Familiarity with industry standard call center tools

  • Developing and implementing short/long term team projects/initiatives

  • Ability to balance multiple responsibilities, meet deadlines and prioritize to complete work on a timely basis

  • Ability to build strong relationships with internal & external customers/members

  • Must have strong knowledge and related experience with help desk best practices

  • Ability to lead a team in exceeding overall customer service satisfaction

  • Ability to motivate and guide direct reports toward accomplishing goals

  • Ability to solve complex problems and work autonomously with little supervision

  • Demonstrate success in tactical execution as well as escalation awareness

  • Exceptional communications both verbal and written

  • Proficient with Microsoft Office Suite such as Excel and Word

  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Support of proprietary customer facing software is preferred

  • Familiarity with Google applications such as mail, Drive, Calendar, etc.

  • Call center management experience

  • Bachelor's degree in a computer related degree

  • Certification in ITIL, KCS and Service Desk Management foundations are preferred

Requisition Number: 2017-216689

External Company Name: Enterprise Holdings

External Company URL: www.erac.com