Manager Technical Support - Cebu

• Nightshift
• Mostly WFH

Our global shared services client in the medical device space is searching for a Technical Support Manager who wil expertly manage a highly talented and diverse 24/7 Technical Support team as they troubleshoot issues with patients, parents, andcaretakers for people aBected by diabetes that use theproducts. You ensure a high quality experience for each patient byensuring that your teams are appropriately engaging and connecting with them while theyprovide troubleshooting assistance to determine why the service, equipment or feature isinoperable and/or to troubleshoot their issues so they are able to use the products asintended. Tapping into your subject matter expertise, you easily work with your team to setclear and measurable performance expectations and track team successes as well asareas of improvement through metric assessments.

Essential Duties and Responsibilities

•Provide guidance to team members on a variety of issues to include but not limited to problem resolution, filing accurate/timely service requests, coaching,monitoring/rewarding goal achievement and the like.

•Overall management of day-to-day activities, tasks and, responsibilities for assigned Technical Support Representatives including coaching and mentoringTechnical Support team members.

•Meet/exceed corporate, quality and, service goals including proper staffing levels of the team.

•Create, implement, communicate and interpret new/existing policies or procedures to staff members.

•Partner with other departments to resolve issues involving customer support needs.

•Leverage technology to improve processes/systems to build and lead a world-class Technical Support department.

•Ensure assigned staff has the tools, abilities and atmosphere required to provide technical support.

•Handle all investigations and service call escalations to resolve patient issues including receiving, investigating and prioritizing escalated patient issues. Resolvechallenging patient inquiries and issues. Delegate appropriate work as needed inresponse to patient issues.

•Promote and maintain high-quality patient support standards within the Technical Support department against expectations.

•Manage the dynamic call volumes by queues and participates in call forecasting, service level call modeling and workforce management.

•Ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality and, privacy.

•Ensure that staff uses the software and databases appropriately.

•Perform coaching and call monitoring as needed.

•Conduct performance reviews with stadd including goal and employee development plans.

•Develop, collect, track and analyze team and department metrics.

•Continuously improve and evaluate processes, in order to improve quality and customer service experience; building customer loyalty and brand value.

•Initiate and make recommendations regarding processes, policies, and procedures.

•Coordinate technical training programs for existing and new product training.

•Assist with the annual budgeting processes.

•Collaborate with other departments as needed identifying, testing, and implementing work process and system improvements.

•Preparing team for new product launches and representing the department in commercialization meetings.

•Assume and perform special product duties as assigned.

•Be on-call 24-7 for personnel, customer and, phone system issues.

•Write/update documents for company procedures and policies, as needed

•Support adherence to activitieswithin the framework of established service excellence metrics, policies,procedures, and, FDA compliance requirements.

•Work collaboratively with senior management to improve and build call centerservice experience.

•Supervisory Responsibilities: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies andapplicable laws. Is responsible for the overall direction, coordination, andevaluation of this area. Responsibilities include interviewing, hiring, and trainingemployees; planning, assigning, and directing work; appraising performance;rewarding and disciplining employees; addressing complaints and resolvingproblems.

Qualifications

•5+ years’ of experience as an Operations Manager or Customer Service Manager or above within a high call volume call center

environment preferably in Diabetes, Technology or Health related field

•Ability to work independently with minimal supervision within call center

•Experience with training and mentoring staB including development of training programs.

•Excellent English verbal and written communication skills, including effective listening skills and ability to communicate accurately

•This position requires working at least one weekend day. Flexibility in schedule is critical based on customer call volume, seasonality and, team needs.

•Proven ability working with multiple short-term deadlines, dynamic changing priorities.

•Contribute high quality work to projects prioritize and meet deadlines.

•Highly detailed and action oriented.

•Must be enthusiastic, solution oriented and positive in leadership style.

•Travel as needed on occasion.

•Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenanceinstructions, and procedure manuals. Ability to write routine reports andcorrespondence. Ability to speak effectively before groups of customers oremployees of organization.

Preferred Qualifications

•5+ years’ of superior customer service experience within a technical or medical support call center environment highly preferred.

•Preferred experience supporting highly technical/complex product teams in a 24/7 environment.