Command Center Manager

RENEWAL BY ANDERSEN SUMMARY

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members' personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they're most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.

SUMMARY

This position is responsible for implementing and managing the daily operations of the RBA Tech Support Center (Command Center). The customers of this center include all (ARO) and (CORO) retail locations (approximately 100 locations). The center agents will answer technical and operational questions, respond to calls, chats and self-submit tickets in a timely and professional manner. This manager's team of agents will strive to meet our Service Level Agreement (SLA) model and our Key Performance Indicators (KPI) framework. Our support offering covers a 24 x 7 x 365 HOOP (hours of operation) model.

This role will work closely with the Product Owners & Technical Digital Owners to ensure that the digital stack is "support ready" and that these agents are prepared and empowered to resolve customer inquiries and tickets (through the proper access, training, and knowledge articles). This role will work closely with Renewal by Andersen leadership to ensure strategic alignment between center operations and business outcomes.

PRIMARY RESPONSIBILITIES

* Responsible for ongoing hiring of retail tech support agents and coaching and developing retail tech support agents on soft skills and technical skills that are critical to the success of their jobs.

* Manage and analyze the daily operational performance of the desk including standardizing onboarding and offboarding of users at retail and ensuring SLAs for support are consistently met.

* Review KPIs and SLAs to make decisions and ensure the customer experience demand is being met and exceeded which will be measured by Medallia scores. Manage the follow up and escalation process for survey reviews and escalations.

* Leverage analytics from Five9 and Service Now, to develop, document, and continuously improve processes for the technology service desk and programs to include agent scheduling and forecasting in order to meet the demand needs of the retailers.

* Manage the end-to-end aging tickets to include ensuring all tickets are resolved at Level 1 (L1) and conduct ticket analysis which could lead to potential re-design of the intake ticket. Work closely with the Advanced Resolver Groups to close out Level 2 (L2) tickets and to ensure that the customer SLAs are being met.

* Work cross functionally with the Retail Transformation - Retail Sales and the ServiceNow Delivery Teams to ensure knowledge base articles are up to date and created when necessary as well as identifying ongoing training needs for the team.

* Analyze and create dashboards that are aligned to the organizations KPIs and SLAs and identify emerging trends for senior leaders that are paramount to the business and drive the retail experience.

QUALIFICATIONS AND SKILLS

* 4-year degree in business or related field, or 8 years equivalent experience.

* A minimum of 3 years of call center or technical support experience

* A minimum of 2 years of retail experience.

* A minimum of 3 years of Managerial experience that includes hiring, onboarding, and developing others.

* Ability to manage conflicting priorities while driving results.

* 2-5 years of ServiceNow or Service Management software experience a plus.

Pay is based on several factors including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process. Successful candidates in this role are expected to earn $99,216 per year to $153,784 per year.

CULTURE AND BENEFITS

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we'll be a stronger team able to accomplish what otherwise wouldn't be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It's also why we're committed to supporting you to approach each day with a bright outlook.

* Benefits include, and are not limited to:

* * Medical/Dental/Vision/Life Insurance

* * Health Savings Account contributions

* * Paid holidays plus PTO

* * 401(k) plan & contributions

* * Professional development and tuition reimbursement opportunities

* * Charity contributions

* * Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.