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Manager - Support Center - (Madison, WI)

Job ID 205777
Location Madison - WI - US
Description

Equal Opportunity Employer/Disability/Veterans

 

ARMS Business Solutions is a web-based vendor providing services and software solutions to insurance companies, vehicle manufacturers, fleets and collision repair centers.  Our mission is simple: to bring all stakeholders in the collision repair industry together in a way that benefits everyone.  Our web-based software solutions are designed to enhance performance management with complete transparency, concise measurements, and seamless data integration.  We believe in the power of key performance indicators to drive improvement.

 

We’re looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.


Responsibilities

This position is based in Madison, WI.  

The Madison, Wisconsin Client Support Center for ARMS Business Solutions Performance Tools has an exciting opportunity for a Client Support Manager.  This person would oversee a team whose focus is to resolve the immediate product suite needs, customer product implementations and support the projects and initiatives of external facing clients and business partners. 

Key Areas of Responsibilities

  • Directly manage one or more employees
  • Delegate and follow-up on assignments to staff 
  • Train and motivate staff to meet or exceed team goals
  • Monitor, document and review performance of staff
  • Audit administrative employees on a monthly basis utilizing functional role audit standards 
  • Promptly identify and implement solutions to personnel problems and performance issues                                              
  • Execute tactical plans to address customer and business partner needs and milestones are being met
  • Manage all business applications and team tools effectively
  • Responsible for training and conducting  performance reviews to develop and retain employees
  • Seek to improve job performance through self-assessment, skill development, training and goal-setting
  • Perform miscellaneous job-related duties as assigned

Qualifications

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Must be committed to incorporating security into all decisions and daily job responsibilities
  • Proficient with Google Applications and Microsoft Office Suite
  • 5 or more years of Contact Center management experience that includes:
    • Managing a team of 1 or more employees
    • Interacting with company leadership on a daily basis
    • CRM and/or client case management
    • Support of proprietary customer facing software
    • Developing and implementing short-and long-term team projects or initiatives
  • Ability to balance multiple responsibilities, meet deadlines and prioritize to complete work on a timely basis
  • Exceptional communications both verbal and written
  • Ability to motivate and guide direct reports toward accomplishing goals
  • Ability to solve complex problems and work autonomously with little supervision
  • Demonstrate success in tactical execution as well as escalation awareness         
  • Ability to build strong relationships with internal & external customers/members
  • Must have strong knowledge and related experience with service desk best practices

Preferred:

  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field 
  • Certification in ITIL, KCS and Service Desk Management foundations are preferred

 

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