Manager, Business and Customer Support

Aircell is the world's leading provider of airborne communications. Gogo, powered by Aircell, turns a commercial airplane into a Wi-Fi hotspot with true inflight Internet access. We are hiring talented professionals who share our vision for providing premiere communication services to the aviation markets and making broadband on airplanes a reality. COME ABOARD A WINNING TEAM!

Aircell offers an excellent compensation and benefits package. Aircell employees receive comprehensive group insurance programs including health, dental, and vision coverage. In addition, employees receive life insurance coverage, plus short- and long-term disability insurance. Employees can elect to participate in a 125 pre-tax benefit program for health or dependent-care expenses, as well as a generous 401(k) investment plan. Employees also receive paid vacation and 8 paid holidays per year.

Job Type:

Full Time

Summary:

The Manager is responsible for day to day execution of Care department functions. This includes responsibility and ownership of outsourced contact center partner, QA, 2nd level escalations, CRM projects, Social Media, reporting and varying levels of project ownership and participation.

Responsibilities:

• Ensure SLAs, KPIs and other quantitative performance and quality goals are consistently exceeded by our Outsourced Contact Center partner. These entail general contact center metrics. • Manage and track outsourced center budget, balancing service levels with spend.

• Manage QA function; supervise, coach, develop 2 FTE responsible for contact evaluations, reporting, feedback loop and improvement action plans.

• Own daily weekly and ad-hoc reporting responsibilities, presenting data findings to Sr. Management

• Resolve escalated customer concerns before they escalate, creating “win-win” outcomes that retain customers, turn around negative experiences and lead to increased customer loyalty.

• Detect, communicate, escalate and lead inter-departmental teams to resolve customer-facing issues that impact our customer experience or internal productivity.

• Create, refine, and improve business processes related to customer contact handling and resolution.

• Business lead on projects related to Right Now CRM, other contact center apps or technology.

• Stakeholder, participant and “voice of the customer” on all customer facing projects, company-wide

• Own Social Media outreach; implement and execute social media communication plan

• Own website FAQ and self-service content on ecommerce site.

Required Skills:

• 3-5 years of experience in Contact Center management, Outsourced Contact Center vendor management or Contact Center Consulting; ecommerce industry a plus

• Strong knowledge of Contact Center CRM (RightNow, Kana, eGain, etc) Implementation, optimization experience a plus

• Six Sigma Green Belt or higher a plus • Strong knowledge of Social Media web space

• Strong data, root-cause analysis; ability to create, validate and articulate data results to others in the organization.

• eCommerce, wireless or ISP industry experience a plus

• PC Proficient; Microsoft office (Excel, Access, Word) Proficient

• Strong oral and written communication skills

• Extremely strong attention to detail required

• Strong customer service focus (internal and external customers)

• 10%-20% travel

Required Education:

â€¢ BA/BS Degree or higher

How To Apply:

Prior to submitting your response, we encourage you to review our company web site, to learn more about us and the GoGo Inflight Internet service.

We request that interested candidates send us your response via e-mail only. In your subject line please include the position title. Your resume & cover in plain text, MS Word or RTF is welcomed at recruiting@aircell.com

Please no agencies, phone calls, third parties.

Aircell LLC is an equal opportunity employer and works in compliance with both federal and state laws. We are committed to the concept regarding Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition or disability.