Call Centre Manager

Zoom Online is an emerging internet service provider in the United States of America, with Offices in Dallas, Texas and regional offices located in Phoenix, Arizona.

Our purpose is to provide reliable, fast, affordable and uncapped fiber enabled internet services to communities connecting exclusively to Zoom Technology Group’s fibre infrastructure footprint.

We are a customer oriented business and pride ourselves on exceptional service delivery. We are a collaborative, creative and entrepreneurial team, building a vibrant and dynamic brand where people who want to make a difference can grow their careers.

If you are customer focused, agile with proven experience in recruitment and human resources, we would like to hear from you.

• Honesty
• Accountability
• Respect
• Passion
• Innovation

The Call Centre Manager will be responsible to lead and manage the Customer Service Support Team, monitor ZoomOnline’s tools/systems and manage the day-to-day operations in the Customer Service Support team, whilst ensuring the team meets the company’s set Customer Service KPI’s. Providing support to ZoomOnline’s Customers Service Team through all contact channels.

• Deliver an exceptional Customer Experience by assisting the Customer Service Support team through all the company channels which Customers engage with ZoomOnline.
• Managing the day to day operations of the Customer Service Support team including staffing, escalation management and ensuring customer support ticket resolution within the defined business SLA’s.
• Take the extra mile to engage with the team and customers ensuring you effectively communicate both internally and externally.
• Identify gaps in systems or processes and make recommendations for improvements to assist the team improve productivity and performance.
• Drive a culture of excellence within the Customer Service Team as well as reward and recognition for star performing team members.

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Managing and maintain the ZoomOnline support ticketing systems and providing support team performance reports from the ticketing system.
• Ensuring that the support department has sufficient resources to manage daily support tasks including but not limited to:
  • Answering inbound customer calls.
  • Responding to customer support tickets requests.
  • Responding to any customer incidents through the ZoomOnline monitoring system.
  • Assisting with new customer installations.
• Maintaining and improving on the ZoomOnline knowledgebase to assist with easier future incident resolution.
• Training and development plan for all support staff.
• Design, document and maintain effective workflow, process strategies for the support team.
• Constantly monitor to ensure customer tickets are resolved effectively within an acceptable time frame/SLA.
• Identify, report trends with customers and escalate to operations/sales or senior support for input and recommendation(s).
• Providing coaching and feedback to Customer Support team members on their performance.

• Management Experience Essential
• Min. 2-5 years’ experience in a Call Centre Management Role (ISP)
• Excellent Communication Skills (Written & Verbal)
• Understanding of Monitoring Systems
• Understanding of Ticketing Systems
• Dealing with customers in a support role

• Formulating and producing reports

As the business is a start-up it requires the Call Centre Manager is to be based remotely.

• Must have own tools of trade
• Must have reliable internet connection
• Must have conducive work environment
• Must be fluent in English
• Must be able to support US based Customers within their timezone

• Providing Telephonic Support
• Telephonic Customer Service
• Helpdesk Support

• Professional
• Flexibility and Adaptability
• Knowledgeable
• Self-Managed
• Collaborative
• Resilience
• Dependable
• Trustworthy