Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people.
Our Managers are experts in analyzing data from our Worksmart tool to drive performance.
These elite coaches are the driving force behind Crossover’s success.
Responsibilities include but are not limited to : Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers Conduct 1 : 1s and check-
ins to drive quality, and provide weekly updates to team Give visibility and manage the whole end to end process for incidents, requests, and escalations Show week over week improvement : You will be measured by the quality and productivity of your teams on a weekly basis You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light Foster a culture that embodies Crossover’s values of excellence and world-class service.
Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information Participate in Crossover’s Global Hiring Tournaments Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.
and any blockers that agents have, discussed Coaching sessions where agents need help / guidance on a specific topic, from soft-
skills advice to technical product training Weekly meetings : enforcing team updates, process changes, and / or improvements Job Details Posted Date : 2019-
TelecommunicationsMonthly Salary : US $9,000 Preferred Candidate Career Level : ManagementDegree : Bachelor's degree