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Call Centre Manager
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2 years ago2649 views
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General Details
Location:
Advertised By:Agency
Company Name:Salt Employee Benefits
Job Type:Full-Time
Description
The Call Centre Manager is responsible for developing and maintaining a trusted relationship with the client which supports a spirit of partnership. The Client Services Manager should take a proactive role in learning about the client’s business needs and company culture, educate the project team, identify new business opportunities, and provide a high level of service.
- Reporting client metrics (weekly/monthly/annually), translating metrics to business information, and overseeing the development of resulting action plans.
- Providing “thought leadership” by coordinating and researching benchmarking studies, delivering presentations on strategic topics related to the services provided and consults with the client on best practices provided by Salt EB.
- Collaborating with all implementing departments and provide oversight ensure that client requirements are understood and met.
- Facilitating weekly project status update meetings and serve as an escalation point for any implementation issues.
- Is the primary point of contact for client communications, conflict resolution, and reporting
- Performing back office support and documentation to assure performance is monitored and measured
- Creating client service and strategic account plans for achieving business success, retention, and overall revenue growth
- Documenting client requirements for customized products and services
- Maintaining awareness of competitive activity and opportunities for product development
- Providing research, analysis, and reporting for special projects as assigned
- Works closely with the Implementation Team in order to maintain a continuous knowledge of project status and identify potential issues and/or opportunities within or related to the project
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Id Subtitle 1063582126
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Salt Employee Benefits
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PURPOSE OF THE POSITION
The purpose of this position is to provide assistance, advice, problem solving and technical information to internal and external customers regarding the use of the iManage and Co-Flo software applications.
DAILY RESPONSIBILITIES
Provide iManage and Co-Flo technical support to internal and external clients. Application Support Technicians are members of the customer support team that troubleshoot iManage and Co-Flo applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.
Primary Responsibilities
Provide 1st line iManage and Co-Flo telephonic and email support to customers.Provide technical product knowledge and support on the iManage Document Management System and Co-Flo developed software for our rapidly expanding client base.Have a solid knowledge of Co-Flo and be able to communicate with knowledge and confidence to clients about our products and how they have been implemented at their site.Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures.Ensure resolutions of tickets on the Support System and other calls assigned.Ensure that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech.Follow up with customers to ensure the issue has been resolved.Work closely with the management of the business to ensure swift escalation of client issues where appropriate.Research and identify solutions to client technical problems.Perform and complete system health reports.Work with the project team on implementation tasks.Monitors, resolves and escalate iManage and Co-Flo server related active issues on N-Central.
Duties and Accountabilities
Report to and take direction from the Support Manager.Ensure the call queue is managed efficiently and in a timely manner.Respond to issues raised from clients promptly guided by SLA timelines.Engage with our clients in a pleasant and courteous manner.Display initiative in your role.Provide technical training to the other members of the team on key application areas.Document ticket solutions to build the knowledge library
Additional Responsibilities
Occasionally weekend or after-hours work may be required.Respond to high priority calls out of hours if required.
Mandatory Qualifications
MatricMicrosoft Certifications
Microso...
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