Customer Support Manager

About BHI Advanced Internet: BHI Advanced Internet is a leading Managed Security Services Provider (MSSP), offering a wide-range of Internet security, managed network, and PCI compliance services to the multi-site retail industry. Ranked the #18 MSSP worldwide by MSPmentor magazine in 2009, the company has experienced double digit revenue growth each of the past five years. SecureConnect®, BHI’s innovative flagship service, provides reliable, secure and PCI compliant networks at thousands of locations for leading retail brands across the U.S. and Canada.
Job Description: Reporting to the VP of Operations, the Customer Support Manager is responsible for managing performance within the customer contact center. The role will support the goal of providing BHI customers with a world-class experience 24x7x365. In particular, the manager assesses and recommends improvements in long-term operational solutions, analyzes operational performance and develops creative initiatives to improve the customer experience. The candidate must have experience managing, organizing and evaluating large teams. The candidate must possess excellent communication skills, and be comfortable presenting to all levels of executives. Critical and creative thinking are essential. The ideal candidate will also have experience in a network operations environment. Must have a flexible schedule and be willing to work varied hours and days.
Primary Responsibilities:
• Responsible for managing all service requests received by phone, email, customer portal, or proactively identified by BHI’s monitoring systems.
• Responsible for managing a team of Support Specialists staff in order to provide 24x7x365 technical support to BHI’s clients.
• Monitor and manage to service levels and contact center volumes and make recommendations for real-time queue management.
• Create, document, and enforce standard operating procedures.
• Develop and manage employee training programs to ensure new and existing staff are continually developed.
• Responsible for escalating and tracking contact center-impacting events such as system outages, access issues and volume changes.
• Interfaces with multiple departments and teams (Sales, Implementation, Information Security, Engineering) to ensure contact center meets daily and interval goals

Requirements:
• Bachelors Degree in Information Technology, Computer Science, Business Management, or similar
• A strong academic record and 5+ years of experience in a network operations environment
• Excellent understanding of statistical measures and ability to retrieve and analyze information from various statistical and operational systems
• Ability to manage multiple tasks concurrently, including complex projects
• Experience managing and leading high-performing teams
• Ability to effectively communicate to all levels of the organization
• Strong communication skills (oral, written, and numerical)
• Strong working knowledge of MS Suite (Excel, Access, Word)
• Self-motivated and self-directed, with a positive attitude
• Experience in a customer-driven environment
• Accepts responsibility, accountability and takes pride in work