SONIFI is committed to making it simple for every customer to do business with us. We are looking to add a Technical Assistance Center Manager to our team who is passionate about delivering innovative proactive solutions and delighting our customers.

We pride ourselves on being the leader in technology solutions for the hospitality and healthcare industries. Today our team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like Marriott, Hyatt, Hilton, and Intercontinental and leverage technology from companies such as AT&T, LG, Samsung, and Google.

The role of the Technical Assistance Center (TAC) Manager is to effectively deliver business results by championing a culture of accountability, consistency, and quality. The Manager of the TAC is a facilitator, trainer, motivator, and coach, working across functional teams to ensure collaboration, communication, visibility, and successful delivery of TAC Performance Metrics to ensure an Excellent Customer Experience. They are the point person for clarifying strategic level goals for the team and outlining the execution plans to achieve them. Employing both a strategic focus, as well as a tactical approach.

This position may involve working a set or rotating day, mid, or night schedule including holidays and weekends to ensure 24 x 7 TAC coverage. Also, this position is deemed “Critical” meaning you may need to report to work even if the company is closed (not limited to weather related and holiday closings).

What you’ll do:

• Drive a customer centric culture by ensuring that customer support always comes first.

• Manage TAC Performance Metrics and meeting weekly/monthly goals.

• Manage the recruitment, onboarding, training, and performance management of team.

• Manage the activities of assigned Supervisors. Actively engage and support the Supervisors to drive performance and efficiency improvements. Make skill and knowledge development a priority through continuous training and development.

• Identify and recommend by implementing analysis of customer call data ways to maximize the efficiency and productivity of TAC teams through effective resource planning to best meet customer needs.

• Establish effective, regular communication with employees to help maintain high employee performance, productivity, and morale.

• Assist with the creation, implementation, and management of phone queues to ensure that Service Level Agreements are met and that customers are handled in a timely and professional manner.

  What you’ll need:

• The qualified candidate will have a four-year degree in a related field and a minimum of four (4) years of experience with call center management responsibilities supporting hardware/software applications; or the equivalent combination of education and/or work experience. At least two of those years must be a supervisory role.

• Strong technical and analytical skills required along with the ability to navigate multiple applications.

• The person in this role must have the ability to work independently; function at a tactical and strategic level; have excellent oral and written communication skills; strong customer relations skills, collaborative work style, able to work well within and across departments, be result and action oriented with a sense of urgency; demonstrated leadership ability and effective coaching and training skills with the ability to motivate individuals.

• Strong initiative, organization and follow-up skills are also required.

• Must possess the ability to read and comprehend simple and sometime complex instructions, short and long correspondence, and memos; the ability to write simple and complex correspondence and the ability to effectively present information in one-on-one and small/large group situations to customers, and other employees of the organization.

• Experience with Microsoft Word, Excel, Power Point and Salesforce, with an aptitude for learning other software packages is required.

  Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

  SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

  If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

  For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/ .

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Job Details

Pay Type Salary