Consumer Support/Call Center Manager - Demant

Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.  

The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries. 

The role of the Consumer Support Manager is to oversee the multi brand technical support team.  Ensuring that proper product training, consumer support (End User), continuing education, are provided and continuously evaluated. This individual encourages team members to meet individual and team performance goals through coaching and providing feedback to the team.  This individual serves as a liaison to enhance communication amongst all Divisions at Demant.  This individual provides the Strategic direction and roadmap for all support initiatives. This position works closely with the Customer Experience Management Team to ensure that the highest level of customer satisfaction in accordance with the company’s mission and quality policy. 

• Responsible for the staffing, hiring, scheduling, training, skill development and leadership of all consumer support team members.
• Provides feedback to the VP of Customer Experience to identify call trends and possible product issues for new product launches and existing products in market.
• Provides leadership reporting to show productivity and opportunities for continuous improvement
• Represents the US Customer Experience Organization, both locally and globally and acts as a liaison with all Divisions including our Global teams.
• Organizes and manages day-to-day operations and activities of the team to achieve key performance goals while continuing to provide phone support during peak periods
• Ensures end user interactions are addressed in a timely and accurate manner
• Investigates and resolves advanced end user issues and complaints as part of the corporate quality program
• Monitors employee productivity and service levels and evaluates representatives phone calls to identify training and Quality issues
• Manages daily attendance/phone coverage and approves time off requests
• Assists Leadership team with managing change.
• Provides ongoing feedback to team and conducts regular performance reviews
• Supports the building and development of an effective and high-performance team
• Works effectively with other managers and supervisors to create maximum coordination and cooperation within the company
• Monitors and evaluates agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Assists with training and education programs for both employees and end users

May perform miscellaneous tasks/projects as directed by manager

• Bachelor’s degree in Computer Information Systems or equivalent preferred
• 5+ years management experience required
• A minimum of 8 years’ experience in helpdesk environment with accompanying technical skills required. Experience managing others in a helpdesk environment preferred. 
• Advanced skills and knowledge of the Microsoft Office suite of products
• Excellent customer service, communication and trouble shooting skills
• Ability to manage others effectively in building high performance teams
• Strong organization and project management skills
• Ability to work in and adjust to a fast paced, changing work environment
• Excellent communication skills both written and verbal 

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