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Support Center Manager
Stellar MLS
Job Location: Altamonte Springs, FL

Come Trailblaze your career with Stellar MLS! We are seeking Superstars, Get the Job Done Leaders, and Go Getters to Join our Stellar Team of Multi-Talented Professionals!

At Stellar, we do not hire anyone simply to perform a job function. We believe that your skills will make those job functions an effective, integral and important part of the growth of your department and Stellar and will contribute to the success of your colleagues and our customers. We value the skills that you bring to Stellar and expect that you will affirm our culture and values of collaboration, professionalism and cooperation through your actions and job performance.

Position Summary

The Support Center Manager is responsible for the daily operations of the Support Center and Tier 2 teams to ensure delivery of high standards of service to MLS customers while also making the most effective and efficient use of Company resources. The Manager ensures all customer service, employee performance and reporting objectives are met. This position also manages the Tier 2 team to ensure system and/or process bugs are identified, resolved in a timely manner and MLS customers receive full circle follow-up.

The Manager also ensures proper training, coaching and mentoring is provided to all department employees and they maintain accordance with all company policies. Assist with direct reports in the definition and attainment of individual goals and deliver performance reviews while providing regular feedback on performance goals. This position collaborates with MLS customers as well as other departments. This position reports to the Director of Customer Relations and is a full-time, salary, exempt position.

Essential Core Competencies

This position requires the following competencies:

  • Dealing with Challenges - Demonstrates resilience and perseverance when faced with challenges
  • Drive for Results Demonstrates a drive to meet goals
  • Customer Focus - The drive and ability to deliver exceptional service to customers and colleagues
  • Personal Leadership - The ability to engage and inspire others to collaboratively work towards common goals
  • Influencing Others - Obtains commitment and support for ideas and plans

Essential Duties and Responsibilities

  • Oversee the day-to-day operations and supervision of the Support Center and Tier II teams providing quality and timely support to customer's needs.
  • Support a culture which fosters a professional workplace, strong work ethic, integrity, and passionate advocates of Stellar core principles.
  • Champion opportunities to consistently improve the customer and staff experience.
  • Conduct performance appraisals, and delegate work assignments to department personnel.
  • Review department statistics to identify trends, maintain high service levels as well as ensure all departmental and organizational objectives are achieved on time and with quality.
  • Conduct coaching, administer discipline and offer counseling as needed.
  • Design and enforce request handling and escalation policies and procedures.
  • Collaborate with Team Lead Director to ensure team is receiving consistent and effective training.
  • Consults with Leadership to evaluate product performance, member requirements, needs, preferences and improvement opportunities, appropriate to department objectives.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Support Center issues and technologies.
  • Ensure escalations from Tier II are resolved in a timely manner.
  • Must be customer, staff, and people focus.
  • Excellent customer service skills and experience.
  • On call rotation on weekends and after hours are required.
  • Over-time is required.
  • Timely and regular attendance is an essential function of the position; being physically present in the work environment is an essential job function.

Other Essential Skills

  • Excellent organizational, detail oriented and time management skills.
  • Proven experience in providing Support Center KPI metrics.
  • Ability to collaborate and offer feedback as part of a team while maintaining respect and accepting differences in opinions.
  • The ability to maintain confidentiality, work independently, follow through on tasks, and be accountable.
  • Dedicate yourself to excellence.
  • Strong analytical and logical problem-solving skills.
  • Provide individual/team weekly/bi-weekly touch bases to assist with growth and keeping team up to date.
  • High emotional intelligence and interpersonal skills.
  • Work well in remote or in office setting.
  • Work well under pressure, high demand and fast changing environment.
  • Ability to remain calm and maintain professionalism when handling difficult or emotional customers, vendors and staff at all times. Excellent written and verbal communications.
  • Excellent written and verbal communications.
  • Experience in Work Force Management (WFM) and Quality Management (QM), is preferred
  • Experience in MLS/Real Estate Association is preferred.
  • Experience in Incident Management is a plus.
  • Experience working with Vendors to resolve system issues is a plus.
  • Customer and staff journey mapping is a plus.
  • Bilingual (fluent in reading/speaking Spanish/English) is a plus.

Essential Physical Skills

  • Acceptable vision and hearing (with or without correction)
  • Bending on occasion
  • Talking for long periods of time, approximately 8-10 hours a day
  • Lifting up to approximately 10 pounds occasionally
  • Sitting for long periods of time approximately, approximately 8-10 hours a day
  • Writing and/or typing for long periods of time, approximately 8-10 hours a day

(Reasonable accommodations will be made for otherwise qualified individuals with a disability).

Education, Certifications, and Software

  • 3-4 years of Supervisory or Managerial experience is required
  • Knowledge of Microsoft Windows operating systems, Mac OS, Microsoft Office products, multiple web browsers and various mobile devices
  • Proven experience in providing Support Center KPI metrics
  • 5-7 years' prior Support Center experience is preferred.
  • Bachelor's degree in a related field preferred.
  • Knowledge of Microsoft Windows operating systems, Mac OS, Microsoft Office products, multiple web browsers and various mobile devices
  • ITIL Service Management is a plus
  • Knowledge of Five9 phone software and reporting is a plus

(These essential job duties, requirements and skills are not to be construed as a complete statement of all duties, requirements and skills. The Support Center Manager will be required to perform other job related essential and non-essential duties, requirements and skills as required).

COVID-19 considerations:

Face coverings are required in office and may be removed at your desk which has been spaced from other employees.

We are an Equal Opportunity Employer/Drug Free Workplace


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