Customer Support Manager
Springfield, MA, United States
Brief Description
Job Summary: Plans and directs all aspects of the organizations Customer Support Center policies, objectives and initiatives. This individual is a strategic manager working with other managers throughout the system. Responsible for operations, client services, developing new support offerings and growing existing business.
Essential Functions
Leads a well-defined support unit, providing timely and effective support to staff, customers and business partners in accordance with service level agreements.
Analyzes current workloads identifying areas of organization weakness and implementing changes to processes to increase efficiency and quality of customer service.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Manages and develops staff with a focus on retention and growth that enables and recognizes excellence.
Manages the training, development, and support of staff through team meetings and individual discussions with each staff member to assess job satisfaction, goal achievement and current or potential issues or roadblocks.
Additional Functions
Works with customers, other Farm Credit employees, vendors, and outside parties.
Maintains knowledge of customer service and call center metrics that drive an environment of continuous improvement.
Other Duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
QUALIFICATIONS:
Bachelor’s degree in Management Information Systems, Business Administration or related field, or equivalent experience with a minimum of seven years’ high-level call/customer service center leadership experience, preferably in the financial services industry.
Proven ability to enhance employee engagement in fast-paced environment, effectively supervise and develop staff.
Professional Help Desk Manager certification or equivalent experience.
ITIL certification preferred.
Strong organizational skills, keen attention to detail, accuracy, capacity to perform multiple tasks simultaneously in a fast-paced atmosphere, ability to prioritize tasks.
WORK ENVIRONMENT: Typical noise levels for an open, cubicle-styled environment.
PHYSICAL DEMANDS : This position requires periods of standing, walking, and the use of computer equipment. Additional physical demands include, but may not be limited to, talking or hearing, push/pull, stooping, kneeling, reaching w/hands and arms, and lifting at least 10 pounds.
WORK AUTHORIZATION: Authorization to work in the United States is required.
REASONABLE ACCOMODATION : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Summary
For over 25 years, Farm Credit Financial Partners, Inc. (FPI) has provided technology products and services to the Farm Credit System. We care deeply about the agricultural credit associations (ACAs) we serve through our mission of delivering trusted technology solutions to help American agriculture thrive. As a customer-owned service organization, we support ACAs from Maine to California with over 62,000 customer-members and over $40 billion in loan volume. Everyone here contributes to the success of our customers, and to the vibrant culture that makes FPI a great place to work. Throughout the year, you will find us having fun and jamming out to FPI’s band, coming together to support local charities, and celebrating our wins together.
We offer a robust benefits package that includes competitive earnings, hybrid and remote work options, tuition reimbursement, generous 401(k) matching, and development opportunities through company-sponsored trainings and certifications.
Come grow with us: financialpartners.com.
Farm Credit Financial Partners, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, national origin, sex or gender, religion, pregnancy, marital status, status as a veteran, sexual orientation, gender identity, disability, or any other characteristic protected by law. EEO / AA / Minorities / Female / Disabilities / Veterans
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