Manager, Technical Care Center

Clearwave Fiber is dedicated to serving our customers, communities, and colleagues, striving to build something remarkable and fulfill our mission of empowering people and communities to thrive through connectivity. We're seeking a Technical Care Center Manager who will take charge, tackle challenges head-on to streamline processes, and consistently deliver exceptional customer experiences! If you're located in Georgia, Florida, Illinois, or Kansas, this could be the opportunity you've been waiting for!

As the Technical Care Center Manager overseeing the Technical Assistance Department for both internal and external customers, you'll be deeply engaged, leading by example, and inspiring a customer-centric team. Your primary focus will be on ensuring every customer interaction results in delight, fostering a positive team environment conducive to maximum productivity, performance, and results. You'll oversee the day-to-day operations of the Technical Assistance Center, maintaining professionalism and cooperation across departments. Your responsibilities will include hands-on management of customer surveys, inbound and outbound calls, ticket queues, emails, chats, and any other support necessary for residential and business customers in the Contact Center, all while upholding high standards of productivity, quality, and customer service.

What You'll Do:Lead and inspire a customer-focused team in the technical assistance department, ensuring every interaction results in customer delight.Create a positive work environment that fosters teamwork, productivity, and performance.Manage day-to-day operations of the Technical Assistance Center, maintaining high standards of productivity, quality, and customer service.Identify and drive improvements to enhance the customer and employee experience.Set goals and objectives for the department to align with company objectives.Act as a liaison for change management and effectively communicate business initiatives to the team.Prepare and deliver operational reports, identifying trends and opportunities for growth. Builds and executes on comprehensive product lifecycle plans, including marketing plans, product positioning strategies, and market-specific marketing plans where applicable. Strives to ensure that department is operating within or under expense budget. Evaluate staffing levels and training needs to meet company goals. Completes annual and semi-annual reviews of colleagues. Makes wage and salary recommendations for the same. Lead a team of approximately 40 associates, providing guidance and support.Demonstrate flexibility to work non-standard hours as needed for a 24/7 department.