Supervisor, Production Support -Consumer Division
Waterloo, ON, CA
OPENTEXT - THE INFORMATION COMPANY
Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
Supervisor of Production Support
Company Overview
Together Carbonite —a leader in data protection and Webroot—a leader in data security—form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We enable comprehensive data protection for companies, consumers, and our vast network of partners around the globe.
Our business requires top talent. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. From engineering to sales and marketing, operations and customer support, our employees are empowered and encouraged to build their careers at OpenText.
We pride ourselves on hiring standout candidates who shine in a workplace that encourages collaboration and teamwork. We are growing fast and looking for talented candidates around the globe. Are you ready to grow with us?
The Opportunity
Carbonite has been committed to providing great service to our customers since the Company was founded. That commitment continues to this day. Carbonite invested more money in customer service than most organizations because we believe that our Customer Support team is a primary competitive advantage of our Company.
Team Managers are assigned teams of Support Representatives and model the behaviors we expect from our agents. Team Managers collaborate with other departments to ensure our Agents have the tools, support and leadership they need to be successful.
You Are Great At
Your First Six Months:
- Successfully provide support of front-line customer care experts supporting our Consumer Customers.
- Act as first level information source for answering agent questions, assigning tasks, following up, giving instructions as needed
- Perform daily analysis of key performance indicators / metrics and research ways to continually improve the quality and efficiency of the business
- Provide coaching and support to ensure assigned agents are reaching targets for CSAT, Quality, and KCS.
- Respond, follow-up, and resolve customer complaints, questions and escalations
- Ensure team members acquire the appropriate support and training necessary to perform their jobs
- Conduct quality reviews, monitoring performance through call monitoring, coaching and training
- Partner with Workforce Management, Quality Assurance and Readiness to ensure service delivery needs are met
- Monitor and improve morale through application of effective leadership, management and coaching skills and recognition of team performance
- Implement strategies that result in improved efficiency, quality and employee satisfaction, revenue generation
Six to Twelve Months and Beyond:
- Participate in formalized projects run by the Project Management team
- Become a SME in CSAT, Quality and Overall Agent Development
- Identify and complete training seminars that align with your career development goals
- Other duties as assigned
Key Challenges to Overcome
Time Management: There is no shortcut to success and this role must be executed at the highest standards. Prioritization and time management are essential as is demonstration of a strong work ethic.
Consistent performance: There will be good months and bad months, complacency is what drives inconsistency, you are simply doing the same things in a changing environment and expecting the same results. Keeping your coaching and communication tactics fresh and innovative will help achieve consistent performance over time. You must stay in tune with your team and have thorough understanding of what drive results.
What It Takes
What will make you successful at OpenText:
- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high value projects and drive them to completion
- Demonstrated leadership capability in cross-functional team environments in an ever-changing environment
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics
Skills & Experience:
- Proven leadership, project management and problem-solving experience important
- Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
- Contagious enthusiasm for collaboration and results
- Information seeker who operates with integrity and ethics. Inspires trust and is able to influence, persuade and align others towards a common goal
- Skilled at compiling and analyzing large volumes of data and communicating and presenting the results both orally and in written form
- Ability to work well under pressure and adaptable to rapid change
- Ability to understand conflicting positions and identify mutually beneficial solutions to align stakeholders
- Proficient leadership and employee mentorship/coaching skills
- Must be able to support hours of operation
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.
Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office. Accommodations may be available for specific roles.
