Squirrel serves hospitality clients around the globe. From five-star hotel resorts, to Michelin-star restaurants, to your favorite neighborhood pub, Squirrel’s technology enables amazing guest experiences!
This could be you
The Solution Center Manager is responsible for daily functions within contact center operations, overseeing the frontline service and customer support for Squirrel Systems (24/7 Solution Center). The manager demonstrates a strong commitment to customer relationships, taking ownership of issues and facilitating effective outcomes in a timely manner. The Manager is further responsible for maintaining the efficiency and effectiveness of the overall operation, including direct client interface, customer satisfaction, employee training and succession planning, development and implementation of policies and procedures, and fiscal accountability.
The Manager, in providing team leadership, will establish and implement performance/service standards, ensure productivity meets or exceeds service level agreements (SLAs) and quality standards, establish and maintain relationships with internal and external customers and business partners, and execute strategic direction set by customer demand and executive management. The role includes developing and executing tactical plans to achieve strategic objectives.
We want to grow with you
Squirrel Systems is a hospitality technology pioneer. We are shaped by our history and driven to innovate. We believe in service, and stand behind our purpose of enabling amazing customer experiences! We are big thinkers; we can’t stay still. We are constantly challenging the status quo. This goes for our technology and ourselves. Learning and growth are at our core. We care deeply about each other and about each customer we connect with. We know that amidst the chaos, integrity goes a long way. We know that our customers have choice, and over and over again, we prove that we are the right partner for them.
Sound like a team you’d like to join? Then talk to us today about our career opportunities at Squirrel. We offer competitive compensation and a comprehensive benefits package, tuition reimbursement, training and paid time off. We have tons of fun social events and we are actively involved in our community!
Here’s what you’ll be doing
Employ a continuous improvement approach to process management and operational execution
Develop policies and procedures to create best-in-class productivity and efficiency standards for contact center operations, and effectively deliver business objectives including customer satisfaction, program efficiency, compliance and quality
Implement contact center process strategies that positively impact fiscal obligations and support business growth plans
Develop, analyze and manage approved budget
Design effective customer service solutions and processes that align with financial objectives
Ensure service forecasts and other key performance indicators (KPI) are obtained and/or exceeded
Drive productivity by monitoring call center processes and industry trends to ensure leading processes and technology are being utilized
Arrange for organizational planning, staff acquisition, performance management, team development and on-going team education
Support recruiting, talent management, coaching and development
Provide specific guidance and mentoring to team leads, employees and other staff to ensure that the focus is correct, and tasks are accomplished on time, within budget, and meets or exceeds the highest quality standards
Report on significant issues to executive team
Identify areas for continued improvement and opportunities for business growth
Develop and maintain quality assurance programs and strategies to ensure efficiencies, productivity levels, policy compliance, professionalism, quality of service and customer retention
Track and maintain accurate performance records of all Support Services employees
Apply performance improvement tools and techniques for process improvements
Recommend salary increases, transfers, and promotions; develop performance plans, monitor progress, coach and evaluate employees; provide training and other developmental programs for staff; and, interview, select, terminate employees within guidelines, and complete annual employee reviews in a timely and comprehensive manner
What you bring
Ideally a bachelor degree and 10+ years of call center experience
A minimum of 3 years of contact center supervisory or managerial experience
A track record of success and career progression in call center management
Demonstrated ability to work both with technical and operational personnel
An understanding of multi-channel and omni-channel support
Change management skills to develop critical people-based processes
Analytic ability to make data-driven decisions and measure outcomes of those decisions
Dynamic leadership, interpersonal & team development skills
Communicates complex ideas concisely and effectively, both orally and in written form
Organizational and project management skills
An understanding of business issues and the specific impact of technology on people and processes
Proficiency in Office365, ticketing, knowledge management, CRM, and bug submission software
Proficiency in Salesforce Service Cloud, specifically, an asset
Communicate with and understand the needs of internal and external clients
An articulate advocate of the company vision and missions statement
Practical application of analytical skills
Functions in a collaborative and collegial environment
Strategic as well as pragmatic with a keen eye for operational improvement and track record of implementing those improvements
Sound like a team you’d like to join? Then please tell us why you believe you would be the perfect fit to be our next Solutions Center Manager by submitting your application to email@example.com.
At Squirrel, we value diversity. We have a global, multicultural following—we want to reflect that inside our walls. We are successful because of the unique voice our employees bring to our company, our products and our community. We encourage all candidates regardless of race, gender, religion, or sexual orientation to apply.