Manager, Customer Support

OCLC Online Computer Library Center

Bachelor's degree from four-year college or university.

OR, one to two years’ related experience and/or training; or equivalent combination of education and experience

OCLC Online Computer Library Center, Inc. is a nonprofit, membership, computer library service and research organization dedicated to the public purposes of furthering access to the world's information and reducing information costs. Tens of thousands of libraries around the world use OCLC services to locate, acquire, catalog, lend and preserve library materials.  We are currently seeking a Manager, Customer Support in our Dublin, Ohio headquarters.

Directs the day-to-day operations of the CSD’s front line and second level support staff.  Provides both technical and administrative supervision/guidance to team members supporting OCLC products and services, ensuring that members receive accurate, timely and consistent support.  Directs, coaches and develops staff to attain performance levels/standards that meet or exceed current departmental service delivery expectations and metrics.  Contact channels of responsibility include inbound member/customer calls, emails, direct mail, and other forms of incoming communication, dispute resolution, service adjustments and research.  Fosters a culture of employee engagement where employees are driven to provide superior member service efficiently and with quality.  Executes responsibilities in accordance with the organization’s policies and applicable state laws.  Additional responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing both internal and external customer concerns, and issue resolution.

RESPONSIBILITIES:

    Develops, coaches, supervises, appraises and mentors team members.

    Establishes production and quality standards and ensures accountability for performance.

    Builds and maintains relationships with members and internal customers (i.e. product teams).

    Engages with Product Teams to identify support needs and execute support plans based on new products/services & changes/enhancements to existing products/services.

    Administers departmental performance standards and ensures staff adherence to set key performance indicators (KPIs).

    Identifies and directs process improvement activities.

    Executes and administers performance planning and salary administration process.

    Participates in the performance management/disciplinary process as required.

    Encourages and rewards behaviors and actions that build strong customer relationships and partnering.

QUALIFICATIONS:

    Bachelor's degree from four-year college or university; or one to two years’ related experience and/or training; or equivalent combination of education and experience.

    Five or more years' experience in support center management with direct management (development) responsibility for 10+ employees/direct reports.

    Prior demonstrated and verifiable experience exercising communication and presentation skills/abilities at all organizational levels.

    Demonstrated ability to create and implement project plans, and measure the outcome/success of such initiatives.

    Experience in managing multiple tasks, responding in short timeframes and managing expectations of multiple stakeholders in the development of member support initiatives (prior experience to project management concepts/methodologies preferred).

    Demonstrated skills utilizing Microsoft Word, Microsoft Excel & Microsoft PowerPoint; experience with Microsoft Access a plus.

TO APPLY:  Please visit our website at www.oclc.jobs and locate Job #1988.  Create a personal profile by uploading your Word-formatted resume.