**Job Title:** Support Manager - Work from Home **Company:** Union Pacific **Location:** Christchurch, Canterbury, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 8+ ### Job Description: Union Pacific, a leader in the rail industry, is seeking a motivated and dedicated **Support Manager** to join our team.
This part-time remote position offers you the flexibility to manage your work-life balance while playing a crucial role in enhancing the support operations of our organization.
With a focus on fostering positive relationships with both internal teams and external stakeholders, you will lead efforts to optimize customer satisfaction and drive operational excellence.
### Responsibilities: - **Team Leadership:** Supervise and manage a team of support specialists, fostering a collaborative and high-performance work environment.
Monitor team performance metrics and implement improvements when necessary.
- **Customer Support Operations:** Oversee day-to-day support operations, ensuring timely resolution of customer inquiries and requests via various channels such as phone, email, and chat.
Develop and maintain standard operating procedures for the support team.
- **Performance Management:** Regularly assess team performance against established KPIs and provide constructive feedback and coaching.
Conduct performance evaluations to recognize achievements and address development needs.
- **Critical Problem Solving:** Utilize critical thinking skills to troubleshoot complex issues, devise strategic solutions, and facilitate resolution processes.
Facilitate escalations when necessary and act as the final point of contact for critical issues.
- **Training and Development:** Design and implement training programs for new and existing team members, ensuring they have the necessary skills and knowledge to deliver exceptional support and service.
- **Customer Feedback Analysis:** Analyze customer feedback and support metrics to identify trends and areas for improvement.
Collaborate with cross-functional teams to implement changes that enhance customer satisfaction.
- **Reporting and Documentation:** Prepare regular reports on team performance, customer satisfaction metrics, and process improvements to share with upper management.
Maintain accurate and up-to-date documentation of procedures and training materials.
- **Cross-Department Collaboration:** Work closely with other departments to streamline processes and improve product knowledge among support staff to ensure cohesive service delivery.
- **Adherence to Company Policies:** Ensure all support activities align with company policies and procedures, and promote a culture of compliance and employee engagement.
### Requirements: **Experience and Qualifications:** - A minimum of 8 years of experience in a support management role or similar position.
- Proven track record of managing support functions in a remote or flexible work environment.
- Proficiency in support software and tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
**Personality Traits:** - **Dedicated**: Demonstrated commitment to delivering exceptional support and fostering team success.
- **Motivated**: A self-starter who can work independently, manage priorities effectively, and inspire team engagement.
**Soft Skills:** - **People Management**: Exceptional ability to lead and inspire a diverse team, effectively communicate, and resolve conflicts.
- **Critical Thinking**: Strong analytical skills to assess situations, identify root causes, and develop strategic solutions.
**Education:** - Bachelor's degree in Business Administration, Management, or a related field is preferred, but equivalent work experience will also be considered.
### Benefits: - **Company Transportation**: Support provided for commuting needs.
- **Medical Coverage**: Comprehensive health benefits offered to eligible employees.
- **Relocation Allowance**: Financial assistance provided for eligible relocating employees.
### Working Environment: At Union Pacific, we believe in recognizing and rewarding our employees based on performance and merit.
You will be part of a supportive culture that values collaboration, innovation, and excellence.
### Application Deadline: Interested candidates are encouraged to apply by **October 26, 2024**.
**Equal Opportunity Statement:** Union Pacific is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.