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Account Support Representative Team Mgr

Position Overview

 

As the Account Support Representative Team Manager, you will be responsible for the management of the ASR sub-teams within a specified group. This role is expected to contribute to the development of the Account Support team.

 

Duties/Responsibilities

 

  • Partners with business leaders to resolve customer escalations in a timely manner to avoid Disruption and minimize business impact.
  • Manage direct reports in multiple locations.
  • Build a collaborative, cross-functional community between different groups of the organization.
  • Monitor overall performance of team to meet expectations.
  • Ensures the implementation of process changes requested by management
  • Ensures that staff have had all the information/training related to the processes/actions to be deployed and implemented
  • Recruit, train, lead, motivate, develop and manage the performance of direct reports. 
  • Create and complete necessary project documentation/internal forecasting activities. 
  • Liaise with IT partners/other functions to ensure that the team have the right tools / skills and processes to complete their duties. 
  • Act as a point of contact for the team in connection with any work-related concerns issues. 
  • Participate in testing customer/internal tools, systems, processes
  • Identify recurring problems and work toward root cause analysis with proactive, preventative solutions. 
  • Ensure that all the team comply with the client & Computacenter security and company policies. 
  • Develop and agree personal development plans for all direct reports. 
  • Prepares, implements and follows-up regular team meetings
  • Complete the yearly performance reviews for direct reports. 
  • Ad-hoc initiatives and projects as required by the business.
  • Lead the team by example and integrating the Computacenter core values into everyday mindset and speech.    
  • Embrace and support Computacenter’s mission and core values.

 

Supervisory Duties

 

  • Supervises, directs and controls the activities of assigned staff.
  • Interviews, schedules, trains and assigns work.
  • Establishes performance expectations and monitors results.
  • Develop and nurture a team to highlight strengths and raise the bar for talent.
  • Ensures a trained, motivated and professional staff capable of providing efficient and effective operations and exceptional member service.
  • Recommends the discipline and/or discharge of staff, while maintaining required personnel documentation.
  • Coaches and counsels’ staff, as necessary.

 

Education & Experience Required

 

  • 2 years+ People management experience
  • Legally eligible to work in the United States.
  • Requires outstanding writing and presentation skills, critical thinking, decision making and initiative 
  • Able to prioritize work, demonstrate resourcefulness, flexibility and attention to detail 

 

Skills & Competencies

 

  • Experience of relevant business systems e.g. Salesforce (CPQ), Order Engine, SAP, Intranet, Internet, E-Business Tools
  • Good time management as well as independent, solution-oriented work and good self-organisation
  • Demonstrates a detailed knowledge of and understands the direction of change in the marketplace, industry, consumer preferences and relevant stakeholders
  • Coaches team members to recognize and use each other’s strengths to achieve team goals
  • Encourages the following of standard processes and makes significant effort to improve processes
  • Identifies decision makers and leverages relationships to improve service/sales
  • Maintain and improve customer satisfaction levels 
  • Minimize costs 
  • Keep skills up to date with IT industry standards as appropriate to the role/Contract 
  • Attain and maintain accreditation as appropriate to the role/Contract 

 

WHY COMPUTACENTER?
 
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 15,000 people worldwide. In US we support some of the country’s best-known businesses with regional headquarters in both San Francisco & New York City and an Integration Center in Silicon Valley. www.computacenter.com/us
 
WE OFFER A GREAT BENEFITS PACKAGE!
 
There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind.

 

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind. 

 

You must be authorized to work in the United States.

 

Computacenter United States Inc. is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

 

No AGENCIES, please. We are not obligated to pay any fees for any individuals we decide to hire.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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