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Senior Manager Virtual Support

Company: ADT Solar
Location: Mandeville
Posted on: September 23, 2022

Job Description:

ADT Solar is currently searching for a Virtual Support Senior Manager. In this role you will lead the strategic development and delivery of the enterprise Virtual Technical Support model as well as provide the necessary technical leadership working with a team of virtual technical support agents and onsite field service technicians. This role will own, develop, and deliver virtual technical support solutions to ADT Solar customers. This will improve organizational effectiveness and reduce unnecessary costs to the customer and the company while providing value enhancing services remotely and when necessary, on site to monitor and proactively resolve customer issues.Duties and Responsibilities:

  • Maintain and foster relationships with key lines of business partners throughout the organization and identify opportunities to improve end to end processes that lead to stronger and better customer experiences. Ensure compliance with all company policies and procedures.
  • Provides guidance on best practices, innovative solutions, and process improvements as it relates to virtual technical support.
  • Reviews business results and develops dynamic improvement plans to be implemented cross functionally. Also oversees all hiring, training, and recruiting needs.
  • Develops technical standards and ensures compliance with existing standards.
  • Oversees and participates in project plan design, development and enhancement of tools used to monitor, proactively resolve technical support issues remotely.
  • Work closely with VP of Customer Experience on strategic planning, intake for content and delivery of field training to reduce installation go backs and improve service quality.
  • Prioritize problems and work to resolve them. Assign tasks to more experienced internal staff or to an outside vendor(s) as needed to resolve.Education/Certification:
    • Undergraduate degree preferred. Preferred majors include Systems Technology, Business, or related discipline.Experience:
      • 7 years of leadership experience preferred with either direct or indirect reports; an ability to lead, inspire coach and motivate a team
      • 5-10 years of large Call Center experience preferred; Solar Industry a plusSkills:
        • Ability to align closely with senior leaders and supervisors while assuming responsibility for owning projects and delivering results
        • Superb project management ability. Establishes and/or refines relevant tools, templates, processes, guidelines, and calendars to effectively manage workflow
        • Strong, motivating leader with listening, coaching, and influencing skills; ability to build strong partnerships with colleagues as well as executives and employees at multiple levels in other disciplines
        • Customer-centric focus, highly responsive, with a demonstrated ability to anticipate, set and manage expectations; must have a strong results orientation,
        • Open minded problem-solver with an ability to produce results despite changing or ambiguous circumstances; adaptive and willing to take on a variety of new assignments
        • Call Center and Workforce Management Operations - ability to manage staff and develop operational plans to meet customer experience standards
        • Interpersonal skills - the ability to work successfully on a virtual and distributed teams

Keywords: ADT Solar, New Orleans , Senior Manager Virtual Support, Executive , Mandeville, Louisiana

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