Manager of Partner Solutions (Onsite – Madison, MS) Position Available In Madison, Mississippi

Manager of Partner Solutions (Onsite – Madison, MS) Logicom

USA – 1.0

Madison, MS Job Details Full-time Estimated:

$39.8K – $51.6K a year 3 days ago Qualifications Microsoft Word Microsoft Excel Management Customer service English Mid-level Microsoft Office High school diploma or GED Supervising experience Bachelor’s degree Customer support Associate’s degree Leadership 2 years Communication skills Time management Full Job Description Manager of Partner Solutions Job Description Exempt/Full Time Opportunity LogicomUSA is an industry-leading support company that provides end-user support services for Businesses and Consumers. By teaming up with the best providers in the telecommunications industry, we make sure our customers have the best solutions available. The Manager of Partner Solutions will work in our office in Madison, Mississippi, and will oversee the team responsible for delivering exceptional customer service and support. Equal Opportunity Employer.

Job Responsibilities:

Lead and manage the Partner Solutions team to ensure exceptional customer service, aligning with company goals and values. Participate in strategic planning and decision-making processes to enhance the overall success of the Partner Solutions department. Ensure partners receive high-quality service by managing customer relationships and team performance. Oversee customer interactions to ensure timely, friendly, and professional responses via phone, email, and live chat. Ensure team members are equipped with the knowledge and resources to provide accurate information regarding products, services, partner policies, quotes, orders, status, complaints, and returns. Continuously develop and maintain a deep understanding of partner products and services to guide the team and improve support quality. Handle escalated customer issues efficiently and work with the team to resolve challenges while ensuring customer satisfaction. Collaborate with leadership to identify areas for process improvement and implement strategies to enhance team performance. Set and track performance metrics for the team, including qualitative and quantitative targets related to customer service, product promotion, and overall team efficiency. Provide coaching and mentoring to team members to support professional growth and ensure high levels of employee engagement and retention. Foster a culture of collaboration and communication within the team and across departments. Drive team success by identifying opportunities to promote additional products and services, helping meet both individual and team goals. Analyze and report on team performance, customer feedback, and key business metrics to senior management. Perform additional duties as outlined by senior management. Ensure adherence to company policies, procedures, and ethical standards across the team.

Qualifications:

Proven experience in a management or leadership role, preferably in a customer-facing or call center environment. Demonstrated ability to manage, coach, and motivate a team to meet performance goals and deliver high-quality customer service. Ability to think strategically, lead by example, and contribute to broader department goals. Excellent problem-solving mindset with a commitment to completing projects, and the ability to manage conflicts and escalate issues as needed. Strong multitasking, time management, and prioritization abilities in a call center environment. Ability to work both independently and collaboratively within a team. Experienced in developing and implementing process improvements that enhance team efficiency and customer satisfaction. Demonstrate strong leadership, excellent problem-solving skills, and the ability to foster a collaborative and customer-focused team culture. Proficiency with CRM or ticketing systems, and a solid understanding of Microsoft Office Suite (Word, Excel, etc.). Excellent communication skills, both verbal and written, and proficient in English. Active listening skills with clear and effective articulation. Solid understanding of company products, services, and policies.

Education/Experience:

High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.. 2+ years of experience in a manager or supervisory role, with a background in customer service or support in a call center or telecommunications environment. Familiarity with CRM or ticketing systems.

Physical Requirements/Working Conditions:

Must be able to sit for long periods and use a computer keyboard and/or mouse, while viewing the computer screen. Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills. Monday through Friday 8:00am to 5:00pm CST