Program Support Manager

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🌾 Iowa, Louisiana, +4 états de plus – Distant

🌾 Iowa – Remote ⚜️ Louisiana – Remote 🗽 New York – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🦬 Wyoming – Remote

💵 $60 000 - $80 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Odyssey Energy Solutions

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2017

💼 Conseil

📦 Logistique

⚡ Énergie

💰 €15 000 000 Series A en 2023-05

Consulting • Logistics • Energy

Odyssey Energy Solutions est une plateforme qui accélère la transition énergétique propre dans les marchés émergents en reliant les entreprises d'énergie renouvelable, les financiers et les fournisseurs. Elle offre des outils et services pour le financement, l'achat d'équipements, et la surveillance à distance de projets d'énergie renouvelable distribuée. Avec un accent sur l'efficacité et la simplification des transactions, Odyssey vise à aider les organisations à déployer des solutions d'énergie renouvelable plus rapidement et efficacement, tout en gérant leurs actifs de manière fiable.

Description

• Own and elevate Customer Support performance across phone, chat, and email channels • Drive operational excellence and ensure a high-quality, empathetic experience for families served through State Programs • Own SLAs, AHT, CSAT, quality, retention, and other key performance metrics • Conduct recurring channel assessments using reports and quality measures • Own State Program KPIs and SLAs in accordance with company expectations and program guidelines • Develop and execute State Program operational strategies with the Implementation Team • Use performance data and reporting to generate insights, recommendations, and improvements • Lead and develop Support Specialists through coaching, motivation, and support • Enable Support Specialists to deliver exceptional service across all channels • Liaise between frontline Support Specialists and Support Leadership • Identify and mitigate risks to Odyssey’s Support operation and State Programs • Run weekly interaction calibration sessions for agent performance and quality alignment • Serve as primary point of contact for State Program escalations • Share performance feedback with Support leadership • Partner with the Head of Support to enhance processes • Conduct process reviews, establish best practices, and document process improvements • Champion continuous improvement across Support and State Programs

🎯 Exigences

• 4+ years of experience leading and developing customer support or customer experience teams • Proven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels • Strong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention • Experienced people leader who builds trust, accountability, and high-performing teams • Proactive problem-solving ability in complex or high-pressure situations • Comfortable operating in fast-paced, ambiguous, and evolving environments • Experience partnering cross-functionally to execute operational strategies • Strong operational mindset with a passion for process improvement, documentation, and scalability • High agency and ownership of initiatives from concept to execution • Excellent written and verbal communication skills • Experience managing escalations, quality standards, and risk in customer-facing environments • Motivated by mission-driven work • Must be currently authorized to work in the United States on a full-time basis

🏖️ Avantages

• Medical/Dental/Vision plan(s) • Health services • Short term disability • Unlimited PTO • More benefits offered by Odyssey