Client Operations Support Manager
The candidate should have a passion for figuring out how things work and teaching others, and the drive and ownership to work in a startup environment. The candidate should possess strong interpersonal skills with an emphasis on teamwork, ownership, initiative and integrity. It is critical to have high energy, enjoy working in a fast-paced environment, and be flexible and able to react to changing situations by prioritizing and delivering in a deadline-oriented environment.JOB RESPONSIBILITIESBi-lingual is a plus! English primary but speaks another language (Spanish or Portuguese, etc.)If needed be available to travel 10%-20% of time (domestic and international) to visit call center locations, Declara Clients, and Declara offices.Be the point of contact for the Call Center in regards to the Declara platform, on-going support issues, training, and escalation management.Coordinate with call center operations on the quality control efforts to identify coaching opportunities that are appropriate for re-training of call center staff.Must be data driven! Gather and analyze user feedback and platform issues and channel back to Declara team by providing daily, weekly, monthly high level reports.Monitor call center targets and create programs around improving call center KPI's (Productivity, FCRR, CSAT, NPS)Create and manage user support documentation and training to keep internal and external users up to date with the Declara platform.Responsible for the creation of FAQ’s, Knowledgebase articles, agent standard responses, categories for tracking issues and updating the Knowledgebase, Help Center, etc.Work alongside Implementation Team to prepare for client platform launches and updates.
Title: Client Operations Support Manager
Salary: None
Description: The candidate should have a passion for figuring out how things work and teaching others, and the drive and ownership to work in a startup environment. The candidate should possess strong interpersonal skills with an emphasis on teamwork, ownership, initiative and integrity. It is critical to have high energy, enjoy working in a fast-paced environment, and be flexible and able to react to changing situations by prioritizing and delivering in a deadline-oriented environment.JOB RESPONSIBILITIESBi-lingual is a plus! English primary but speaks another language (Spanish or Portuguese, etc.)If needed be available to travel 10%-20% of time (domestic and international) to visit call center locations, Declara Clients, and Declara offices.Be the point of contact for the Call Center in regards to the Declara platform, on-going support issues, training, and escalation management.Coordinate with call center operations on the quality control efforts to identify coaching opportunities that are appropriate for re-training of call center staff.Must be data driven! Gather and analyze user feedback and platform issues and channel back to Declara team by providing daily, weekly, monthly high level reports.Monitor call center targets and create programs around improving call center KPI's (Productivity, FCRR, CSAT, NPS)Create and manage user support documentation and training to keep internal and external users up to date with the Declara platform.Responsible for the creation of FAQ’s, Knowledgebase articles, agent standard responses, categories for tracking issues and updating the Knowledgebase, Help Center, etc.Work alongside Implementation Team to prepare for client platform launches and updates.
Requirements: Associate experience, Bachelor's Degree education
Fraudulent: No