Associate Manager Product Support - Fully Remote

Profile

\u003cp\u003e\u003cstrong\u003e\u003cspan style=\font-family: Arial; font-size: small;\\u003eJob Summary\u003c/span\u003e\u003cbr\u003e\u003c/strong\u003e\u003cbr\u003e\u003cspan style=\font-family: Arial; font-size: small;\\u003eContribute to customer satisfaction of Practice Fusion clients by managing the Product Support Consultants and ensuring that the team is performing at optimum level of efficiency and quality.\u003c/span\u003e\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003e\u003cspan style=\font-family: Arial; font-size: small;\\u003eEssential Functions\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eWork with Product Support Manager/Director to bring/maintain client satisfaction to a level that the customer will act as a product promoter.\u003c/li\u003e
\u003cli\u003eManages and directs the activities of the Product Support Consultant job family. Ensures team members receive adequate training to perform duties and responsibilities effectively. Works with Product Support Manager/Director to ensure team is adequate to handle call volume.\u003c/li\u003e
\u003cli\u003eIdentifies support priorities and clients that require special handling to maintain client satisfaction.\u003c/li\u003e
\u003cli\u003eIdentifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.\u003c/li\u003e
\u003cli\u003eCreate, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Product Support team.\u003c/li\u003e
\u003cli\u003eForecast reporting and performance reporting.\u003c/li\u003e
\u003cli\u003eManagement of project plans to ensure timely delivery of outcomes.\u003c/li\u003e
\u003cli\u003eMay perform responsibilities of subordinates in their absence.\u003c/li\u003e
\u003cli\u003eCreates weekly schedules/rotation for the Product Support Consultants and monitors adherence.\u003c/li\u003e
\u003cli\u003eInduct new joiners in order to quickly maximize performance\u003c/li\u003e
\u003cli\u003eSet and communicate team/individual objectives and KPI to inspire individuals to achieve high performance\u003c/li\u003e
\u003cli\u003eAllocate work load to fully utilize every employee’s talent\u003c/li\u003e
\u003cli\u003eImplement development plans and coach for individuals to reach their maximum talent\u003c/li\u003e
\u003cli\u003eProvide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner\u003c/li\u003e
\u003cli\u003eRecognize high performers to maintain motivation and retain key talent\u003c/li\u003e
\u003cli\u003eRegularly communicate on company news and team progress against business plan\u003c/li\u003e
\u003cli\u003eCreate team spirit\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003cstrong\u003e\u003cspan style=\font-family: Arial; font-size: small;\\u003eJob Requirements\u003c/span\u003e\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eBachelor's Degree in Business or Computer Science or equivalent relevant business experience (Preferred)\u003c/li\u003e
\u003cli\u003e5 years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)\u003c/li\u003e
\u003cli\u003eCall center experience (Preferred)\u0026nbsp;\u003c/li\u003e
\u003cli\u003e0-2 years relevant leadership experience (Preferred)\u0026nbsp;\u003c/li\u003e
\u003c/ul\u003e}

Company info

Practice Fusion
Website : http://www.practicefusion.com