Support Manager - Work from home

Job Description:

Time Warner is seeking a highly motivated and experienced Support Manager to join our team. This is a part-time, work from home position based in London, England, UK. As a Support Manager, you will be responsible for managing a team of support agents and ensuring the delivery of exceptional customer service. This role is ideal for individuals with a minimum of 8 years of experience in a similar role, ideally in the tech or telecommunications industry.

Responsibilities: 1. Manage a team of support agents, including hiring, training, and performance evaluations. 2. Develop and implement strategies to improve customer satisfaction and retention rates. 3. Handle escalated customer inquiries and provide solutions in a timely and professional manner. 4. Monitor customer service metrics and KPIs to identify areas for improvement. 5. Collaborate with other departments to address customer issues and improve overall customer experience. 6. Provide regular reports and updates to upper management on team performance and customer feedback. 7. Stay up-to-date on industry trends and best practices in customer service management. 8. Foster a positive and inclusive work environment for the support team.

Requirements: 1. Minimum of 8 years of experience in a customer service or support management role. 2. Proven track record of achieving customer service goals and targets. 3. Strong leadership and communication skills. 4. Excellent problem-solving abilities and critical thinking skills. 5. Ability to adapt to changing environments and priorities. 6. Resourceful and able to think creatively to find solutions. 7. Experience working in a remote or virtual team environment. 8. Strong planning and organizational skills. 9. Bachelor's degree in business administration or a related field is preferred.

Benefits: - Paid sick leave - Training & professional development opportunities - Free food for virtual team meetings

Working Environment: At Time Warner, we are committed to providing opportunities for unlimited personal and professional growth. We believe in fostering a supportive and collaborative work environment where employees can thrive and succeed.

Deadline to Apply: Please submit your application by May 11, 2024.

Equal Opportunity Statement: Time Warner is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other basis prohibited by law. We are committed to building a diverse and inclusive team where everyone feels valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.