Report this Job
What We Do
Indeavor is a technology-focused enterprise workforce management solution provider through our SaaS platform we enable large organizations around the world in manufacturing (CPG & discrete), energy, healthcare, public service (government), and other complex/dynamic environments with cutting-edge employee scheduling and absence management optimization solutions.
By automating workflows and enterprise complexity, we ensure our customers always have the right person, in the right place, at the right time.
Our goal is to continue to empower these essential businesses by providing modern and creative software solutions, while partnering with and enabling their most valuable asset their employees.
What Youll Do/Position SummaryThe Customer Care Manager will lead a team that provides front-line support to Indeavor Solution end users. The Customer Care Manager will foster and develop a strong global team of support leads and support analysts that service the Indeavor suite 24/7 and 365 days a year.
The Customer Care Manager will ensure high quality support, that is efficient and within Service Level Agreements (SLAs). As Customer Care Manager you will be a self-motivated leader, organized, flexible, articulate, confident, professional, and thrive in a fast-paced work environment.
Key Responsibilities - Maintain a strong team dynamic with a geographically dispersed team.
- Distill company and divisional goals into discreet and measurable Service Center metrics.
- Educate, track and hold team accountable to Service Center metrics.
- Understand and deploy best practices across department to enable efficient goal and metric achievement.
- Improves Service Center processes, which ensure Support Analysts are empowered with the knowledge and the tools to provide exceptional customer service.
- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
- Acts as a liaison between the the Service Center and other departments in the company.
- Develops and implements methods to record, assess, and analyze customer feedback.
- Ensures hiring, scheduling & training program support needs of Service Center.
- Drafts and implements the Service Center budget.
- Other duties as required.
Requirements
Skills, Education and Experience
- SaaS experience
- Bachelors Degree
- Excellent written and verbal English communicator
- A positive, team-oriented attitude with a desire to help
- Fast, self-motivated learner
- Critical and analytical thinking skills
- Flexibility in scheduling including early hours, and the ability to work some weekends and public holidays throughout the year
- Microsoft Office Suite
Other Considerations
- Schedule will require some weekends and holidays during the year
- Candidate must be legally able to work in the US without sponsorship
Benefits
Benefits: Health insurance, 401K, open vacation policy, dog friendly environment, exciting and fun work environment
Indeavor
