If you turn on a television or a radio almost anywhere in the world, the chances are excellent that the signal you receive is being broadcast with solutions from the Broadcast Communications Division (BCD) of Harris Corporation, a highly diversified company with approximately $6 billion in annual revenue and more than 16,000 employees — including nearly 7,000 engineers and scientists.

BCD is delivering innovative, end-to-end solutions to customers in more than 150 countries – from the top broadcast facilities to the most technologically advanced sports and live-event venues. We’re also investing deeply in the next generation of technologies to expand our leadership into even more markets, geographies and applications.

If you’re looking to be part of market leader backed by the strength of a Fortune 500 company, join us today!

Position: Call Center Support Manager
Work Location: Denver, CO

Job Description:
The primary responsibility of the Call Center Support (CCS) Manager is to build and develop a consolidated/centralized call center support organization that supports all Media Software enterprise products (approx. 10 – 15 software products), exclusive of the Advertising Solutions Group. This position will report to the Media Software Products Customer Service & Support Senior Manager.

Support responsibilities will include:

• Building, developing and leading a team of Customer Service Representatives (CSR's) who are responsible for receiving incoming tier 1 and tier 2 customer service inquiries and working them through to resolution and closure of the service tickets.
• CSR's are responsible for providing application knowledge and analyzing customer issues, diagnosing the issue, recreating the issue and escalating the matter to Technical Support if necessary and effectively logging and tracking all calls in the Customer Relationship Management (CRM) system, Siebel, according to established guidelines.
• Effectively utilizing and leveraging resources by: (1) collaborating with product line leaders in order to know product direction and anticipate service demands and forecast talent needs (2) monitoring customer contracts and departmental metrics in order to anticipate customer service demands and (3) cross training resources on multiple products to optimize utilization rates.
• Working with product management to ensure staff is proactively trained on new product offerings prior to customer releases and stay current on product changes and updates.
• Prioritizing support issues and adhering to customer's Services Level Agreements (SLAs). Responsible for managing 24x7 resource schedule. Will also serve as an escalation point for resolving difficult and escalating customer matters, responsible for keeping upper management informed as necessary.
• Monitoring call center queue and re-assigning resources as needed to manage customer demands on a day-to-day basis.
• Collaborating with Technical Support & IT, Installation & Training managers and teams; striving towards common and consistent process related continuous improvement and enhancing customer experiences, differentiating Harris' service and support experience from that with our competitors.
• Ensure excellent customer experience, including focus on initial responsiveness and appropriate resolution times resulting in high quality of support.
• Continuously improve efficiency/productivity.
• Work with development to improve quality; reduce faults, identify and prioritize enhancements to reduce support time, and improve customer experience.
• Create/maintain/enhance a knowledge base across all 10 - 15 products; some product lines already have a knowledge base that will need to be converted from existing platforms to Siebel while others will need to be created from scratch.
• Ensure all support staff are fully utilized while also managing to avid burnout from a workload and product knowledge perspective.

Management responsibilities will include:

• Managing a team of 16 - 25 direct reports.
• Creating career and training plans for all personnel (emphasis on cross training, career growth and succession planning).
• Ensure quarterly reviews occur delivering balanced feedback, positive and constructive, that feed into annual reviews and setting of goals.
• Responsible for organizational structure and alignment within department, inclusive of hiring and termination actions within the CCS team.
• Partner with HR on talent management initiatives.
• Adhere to all Harris Business Standards of Conduct and serve as a role model regarding matters of moral/ethical importance.
• Creating, evaluating, maintaining and distributing support metrics on weekly, monthly and quarterly basis.

Management responsibilities will include:

• Building own understanding of each product area and then cross training direct reports.
• Determining best approach to cross train CCS team.
• Clear communication between management team and direct reports.
• Managing resources in multiple locations.
• Building relationships within CCS, identifying team member's strengths and areas for improvement as well as identifying where/how to utilize them from a cross training product perspective.
• Ability to manage multiple environments for a single user and quickly be able to switch between applications.

Qualifications:

• Bachelor's degree in business or related field
• 5+ years work experience in call center support or related field.
• 3+ years experience in management/supervisor role(s).
• 1+ years experience with Seibel.

Preferred Additional Skills:

• Experience providing front line support to clients in previous job(s).
• Experience developing and managing multiple projects simultaneously.
• Ability to lead and manage a diverse team with differing styles/capabilities.
• Ability to work with all levels of organizations, both internal and external.
• Strong written and verbal communication skills.
• Ability to problem-solve and arrive at working solutions seen as win-win, both internal and external.
• Experience supporting technical software that supports enterprise mission critical systems. Experience working with integrated (software/hardware) systems a plus including, operating systems, software applications, networking, maintenance of hardware, etc.
• Ability to evolve style to match audience.
• Experience working in a Service Level Agreement (SLA) environment desired.
• Proficiency in MS Office.
• High integrity.

For those who interested, please apply your resume through the following link below.

By submitting your resume for this position, you understand and agree that Harris Corporation may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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