Career Opportunities

InfoArmor is an Equal Opportunity Employer

Team Manager, Customer Care 

Timing: Full time
Location: Scottsdale, AZ
Description:

Company:

InfoArmor provides industry-leading employee identity protection and advanced threat intelligence that enables its clients to combat an ever-changing cyber threat landscape. Located in Scottsdale, Arizona, we are passionate about our culture and offer team members rewarding opportunities in a fast-growing, dynamic environment. 

Description:

At InfoArmor, our priority is to maintain the security of our participants. As the Team Manager II of Customer Care you will be responsible for maintaining a relentless focus on any and all interactions InfoArmor has with its end-users, including inbound and outbound contact activities and other service fulfillment actions. You will build and lead a team that ensures high quality customer care focused on creating and retaining strong relationships via the delivery of value added services. 

Primary responsibilities

  • Coach and develop customer care employees to deliver a memorable customer experience and drive strong business results
  • Develop and implement effective policies and procedures to ensure timely, accurate, and scalable business practices and meeting all required SLAs
  • Develop and execute high-level strategies to improve the service organization
  • Collaborate with other leaders in the company to reach corporate goals
  • Determine operational strategies through needs assessment and data analysis such as capacity planning
  • Recruit and hire exceptional candidates
  • Train employees and delivering performance reviews on service standards and InfoArmor core competencies
  • Resolve escalated issues effectively
  • Build strong culture to support the employee and customer experience
  • Maintain security of customers/participants

Skills and experience

  • Bachelor's degree preferred
  • Two years of proven experience managing people in a service industry
  • Effective and proven coaching, development, and leadership skills in service environment
  • Proactive and results-oriented in a fast-paced, data driven environment
  • Expertise with call center applications
  • Effective analytical and time management skills
  • Strong work ethic and written/verbal communication skills
  • Excellent performance record in customer service at all levels
  • Works well independently and in a team environment
  • Proven skills using MS Office, Excel, PowerPoint, and Word

 






 

InfoArmor is an Equal Opportunity Employer

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