Manager, Customer Contact Center at Promethean, Inc. in Alpharetta, Georgia

Job Description:

Who is Promethean?

Collaborative discovery is at the heart of the learning experience. With more than two decades helping people learn and grow together, Promethean is a true partner for educators, innovators, and business leaders. Our award-winning interactive displays and lesson delivery solutions transform learning and workspaces into creative, connected environments to foster collective success.

At the heart of Promethean is a team of education strategists, designers, and technologists that is dedicated to inspiring engagement and empowering teachers and students around the world. Our goal is to make education technology commonplace in all learning environments, and we strive every day to develop intuitive solutions that speed learning, insights, and creativity.

The Promethean team spans the globe and our work impacts the lives of millions of teachers and students. We stand by our solutions and our employees, offering highly competitive benefits and compensation, as well as providing a work-life balance that lifts and sustains us as we navigate a new future.

We are #TeamPromethean. Join us.

The Customer Experience group provides support in multiple languages, covering a range of business-critical support and service tasks globally. Our team works collaboratively and with customer obsession to ensure we maintain the quality they deserve because we know that our products are relied upon in classrooms across the world.

The Manager I, Contact Center will lead, coach and motivate the Technical Customer Support Representatives to optimize performance levels to achieve agreed targets and deliver excellent customer service to Promethean's global customer base. Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives. They will espouse the Promethean Technical Support Mantra of minimizing the effort customers need to expend to get support and maximize the customer experience through the support provided.

Job Duties and Responsibilities:

• Manage the life of a TCSR (including but not limited to):


- Recruitment

- TCSR Motivation (Reward Process, Feedback Process etc.)




- KPI based Performance reviews




- QA




- Coaching, Mentoring and Training




- Workloads




- Resource Scheduling




- Performance related issues

• Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction


• Manage Compliment/Complaint/NPS Feedback


• Manage Customer escalated issues/concerns


• Participate in cross-functional and global meetings with management and key stakeholders


• Provide necessary performance reporting for TCSR and management


• Participate in Contact Centre related projects

Job Skills and Qualifications:

• 3 - 5+ years technical support experience


• Have good working knowledge of computer configurations and operating systems


• Excellent time management and organizational skills, excellent communication skills and customer care skills


• Ability to motivate technical staff and maintain a high level of enthusiasm among employees within the center.


• Previous knowledge of project work


• Good people skills (motivating, teaching, coaching)


• Language Skills: Excellent English

At Promethean...

We take our work seriously because it has impact! We empower students worldwide to learn. We are driven to continuously innovate and develop educational technology that inspires students to unleash their potential. We believe in the power of education to change the world and come to work each day with our sleeves rolled up ready to make a difference! However, we also appreciate that life isn't just about work. We are a small company with big rewards and understand that you also need time to unwind. Join a company where you can be your best self, work on challenging problems, and have some fun along the way; join Promethean.

Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information.

For information regarding personal information we collect and our use of such data please see our privacy policy: https://bit.ly/2I83hwP

Please contact recruiting@prometheanworld.com if you have an accessibility request at any point during the hiring process.

#Promethean #EdTechJobs