As a Cisco Customer Service Manager, you are responsible for ensuring that front-line Customer Support Engineers are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set your team's direction and culture by managing individual and team performance, monitoring service levels, and scheduling adherence, and serving as a leader and point of contact for escalated ticket resolution.
Also, your responsibilities will include, but will not be limited to, the following:
Leading a team of 6-12 customer service and technical support engineers.
Identifying and eliminating barriers to accuracy, productivity, and quality.
Organizing, prioritizing, and scheduling work assignments.
Communicating policies and standards and become the primary information source for staff; following up to ensure compliance and consistency; taking corrective action as necessary; and documenting the issue and activities taken.
Owning escalated customer contacts and leading the effort to satisfactory resolution.
Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes.
Providing prompt, efficient, detailed, customer-oriented service to Cisco customers.
Collaborate with other Cisco engineering, sales, and customer support teams to ensure a consistent and high-quality level of support.
Driving projects that improve support-related processes.
Acting as an advocate for our customer, reporting and working on observed areas for improvement.
Assuming responsibility for developing detailed knowledge about specific product lines and features.
Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.
BS Degree or equivalent.
Five (5) years’ experience in customer service, help desk, or network operations center environment.
Two (2) years supporting a large Enterprise environment.
Two (2) years' experience managing a customer-facing service organization providing support across multiple locations.
Federal experience preferred.
U.S. Citizen with a current, active US Government Top Secret clearance with Sensitive Compartmented Information (TS//SCI) access with a Full-Scope Lifestyle Polygraph.
Location: Position does not support remote work. You will perform daily work from Sensitive Compartmented Information Facility's (SCIF's) located in Herndon, VA.
A "player-coach" who can expertly lead, manage, and mentor staff while leading strategy.
Strong problem-solving and decision-making skills.
Experience working with and meeting Service Level Agreements (SLAs).