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Supervisor/Manager

Manager

PowerSchool | Support

Essential duties and responsibilities include the following.

 

Responsibilities:

·        Practice responsibilities characteristic of a manager in a technical support department including mentoring, coaching, giving feedback, driving results, managing escalated calls, and employee retention.

·        Work with senior management to insure effectiveness of service policies and practices.

·        Work with HR and Technical Support leadership to recruit, identify, and screen applicants for Technical Support positions.

·        Hold weekly staff meetings.

·        Conduct employee one-on-ones and yearly performance reviews.

·        Actively manage the performance of the team.

·        Define goals and expectations for direct reports.

·        Measure and report attainment of goals on a weekly basis.

·        Contribute in cross-departmental management activities.

·        Seek and take action on improvement opportunities.

·        Advocate internally for customer needs.

·        Meet standard performance goals.

 

Requirements:

·        Experience with ACD systems and related reporting.

·        Excellent communication skills, both written and verbal.

·        Must be able to relate and communicate to all types of customers and situations (internal and external).

·        Excellent organizational skills.

·        Superior trouble shooting and analytical skills in conjunction with a structured systematic approach to problem solving.

·        Must be a self-starter, have good organization / interpersonal skills and work well both independently and as part of a team.

·        Documented track record of successfully meeting or exceeding performance requirements.

·        Demonstrate excellent written and verbal communication skills. Prior experience in communicating with customers is required. Prior experience in technical training is a plus.

 

Skills & Requirements

Qualifications include:

  • Education
    • Bachelor’s degree or equivalent work experience.
  • Experience
    • Minimum 8years of experience in a direct client role in a complex software products environment Specialized knowledge with minimum 4years of management experience
    • Experience and exposure to the education / K-12 industry
  • Skills
    • Excellent communication skills
  • Abilities

o   Demonstrated ability to manage client relationships

    • Comfortable with fast paced environment and all aspects of change management
    • Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
  • Other characteristics such as personal characteristics
    • Achieving measurable results – be the trusted partner to customers
    • High responsiveness, persistence, 24x7 mentality with a strong work ethic and excellent client service skills.
    • Willing to work in shifts as required from time to time.