International Support Manager
Deluxe Entertainment
Wilmington, NCThis was removed by the employer on 10/20/2017 11:35:00 AM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the Marketing Category
Browse the Post Production Category
Search for International Support Manager jobs in Wilmington-NC
Search all International Support Manager postings
Full Time Job
SUMMARY:
Plans and coordinates activities of all phases of Customer Solutions Department's operation and is responsible for the management of all International business needs. Satisfies staffing requirements for 3 shifts, 24 hour, 365-day coverage in Digital Support
Department. Develops, implements and coordinates policies and programs supporting the department. Insures customer satisfaction to exceed the expectations of the studio and theater community as well as providing internal support to all departments. Perform
other tasks as assigned by the Director of Digital Support.
RESPONSIBILITIES – Describes the expectations of the role
• Oversee daily departmental activities and responsibilities of 3 shifts, 24 hour, 365-day coverage by ensuring team environment, adequate staffing, telephone coverage, proper administration of hourly associates time and ensure that all assigned work is completed
accurately and on time.
• Develops and administers company/departmental policies and procedures to maintain quality standards of a zero-defect business.
• Responsible to fill department Supervisors/Lead position in their absence.
• Maintains professional and technical knowledge by tracking emerging trends in support center operations management.
• Oversees special projects, reports and other similar and /or related requests.
• Provide weekly reports to Management to communicate departmental activities and accomplishments.
• Counsel, advise, and discipline (which could include termination) of Digital Support associates in accordance with established Deluxe Technicolor policies and procedures.
• Administer annual evaluations of the staff's performance
• Provide support to the Manager of Billing and Finance to research any billing issues that may arise in the distribution process.
• Must follow the budget guidelines set forth by the company regarding all aspects of operating the department.
• Administer direct support to all Deluxe Technicolor customers which would include studios and theatres, as well as vendors, and internal departments to resolve difficulties and ensure customer satisfaction.
• Communicate effectively and professionally with upper management, vendors, customers/clients, and associates.
• Review daily and weekly phone reports to evaluate productivity and increase department efficiency's.
• Develop and administer departmental budget.
• Conducting departmental staff meetings to communicate necessary information and gather feedback from the associates.
• Possess through understanding and working knowledge of the ALL Deluxe Technicolor systems,
• Interviews, evaluates, and secures manpower resources to fulfill departmental personnel requirements.
• Provide management reports to the Director to ensure proper communication and closure on all issues/concerns.
Requirements
• Minimum: Bachelor's Degree in Business Management, Marketing, or other related fields. Equivalent work experience in management, customer service, transportation, or distribution will be considered.
• Minimum 5 years' experience in supervisory, management or customer service/logistics environment.
• Determines and analyzes training and development needs for the department and/or all TCD associates in relation to Customer Solutions functions. Formulates and develops plans, procedures, and programs to meet specific development and training requirements
with the TCD organization.
• Define and achieve departmental goals and expectations.
• Provide on-going coaching to ensure associates have the tools to be successful in their current role and are given the opportunity for career progression.
• Must possess a thorough knowledge of Customer Service Call Center, Leadership ability, scheduling, procedural development, maintaining associate files, professional oral/written communications, implementation of budget, and project management skills.
• Must be PC literate and have working knowledge of Microsoft Word and Excel and A/S 400.
• Must have a positive attitude with special emphasis on people management skills needed to establish a team building and goal-oriented environment.
ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER
Physical Requirements:
• Ability to sit for an extended time up to an entire shift.
• Ability to occasionally lift or transfer up to 25 pounds.
• Ability to view computer screen for an extended time up to an entire shift.
Language Skills:
• Ability to read and interpret documents, routine reports, and correspondences.
• Ability to speak clearly and professionally.
• Ability to create written communication for co-workers, management, and customers.
Environmental Considerations:
• Ability to multi-task effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress, fast paced environment.
• Working indoors in air conditioned atmosphere without access to see outside.
• Be present for assigned work shift, but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including week-ends and holidays.
• Ability to professionally greet visitors and use proper phone etiquette when answering phones.
• Ability to have a clean and organized workstation
MISCELLANEOUS
Deluxe's policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national
origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an
equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.
We offer competitive pay and benefits program, including: medical, dental & vision coverage, vacation & sick leave, 401(k), and more.
Shift is determined by job knowledge, experience, professionalism, teamwork/flexibility, business need and eligibility.