Manager, Omnichannel Digital Support

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Manager, Omnichannel Digital Support | Position Summary

We are excited to be hiring a Manager, Omnichannel Digital Support manager to join our Omnichannel Team. This position will be responsible for managing a team of digital support representatives that respond to digital omnichannel customer inquiries. Analyses digital support activity data and utilize findings to create resources for training and service improvements. As the Omnichannel Digital Support manager, you will be responsible for compiling customer feedback and share the voice of customer, changes to website, products, or services to technical and product owner team. Provide ongoing training focused on the support of the Omnichannel customer support. Additionally, as the Manager, Omnichannel Digital Support manager will ensure that service standards are established and attained. Implement Omnichannel Digital Customer Service Support intake process using Service Now. You will manage staff in the day to day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions.

Position Responsibilities

  • Serve as the direct manager of the Digital Support team members.
  • Work with Agile teams to ensure continual cross-functional communication and project management alignment.
  • New Omnichannel product triage support: analyzing requirements, planning, organizing, execution of plan, tracking progress, communicating status to the appropriate audience and ensuring the digital support team is trained and ready to support.
  • Provide day-to-day support, subject matter expertise, and coaching for Digital Support team members, motivating and supporting the team to resolve customer concerns.
  • Create effective digital support procedures, policies, and standards.
  • Implement Omnichannel Digital Customer Service Support intake process, including the use of Service Now.
  • Host regular team meetings providing coaching and reviewing their weekly performance.
  • Promote and build a positive and friendly environment supporting of good morale and cooperation.
  • Be responsible for coaching, development, and performance management of team members, including resolving employee relation concerns in close partnership with the Senior Manager of Customer Service, and Human Resources, as needed.
  • Build relationships and interact with direct staff/team, internal peers, operations & customer experience leaders, marketing, vendors, distributors, and senior IT leadership
  • Must be able to understand and know how to translate between business and technology needs
  • Must be an effective public speaker and presenter and help promote digital solutions
  • Interact with leadership and implement internal digital support triage support protocols for Wesco Anixter Omnichannel products.
  • Participate in Wesco Anixter Digital UAT testing activities, deployment activities, and customer satisfaction
  • Build understanding and trust with internal and external stakeholders to deliver excellent service
  • A team manager, developing and building relationships to build and deliver better solutions for the customer, colleagues and the business.
  • Other duties as assigned.

Required Qualification

  • 2 years’ experience managing a digital or customer support team.
  • Individual must have strong negotiation skills and the ability to develop standard digital support documentation.
  • Oversee end to end onboarding, level 1 and level 2 omnichannel digital support.
  • Effective communication skills (written and oral)
  • Strong planning and organization skills
  • Able to lead in a matrix organization
  • Ability to work with remote and/or global teams
  • Strong financial analytical skills.
  • Strong collaboration skills and ability to influence development and adoption
  • High urgency and a bias for action
  • Driving change and customer service innovation
  • Bachelor's degree in Business, Marketing, Computer Science, or closely allied field preferred
  • MS Office (Excel, Access, Visio, PowerPoint)
  • MS SharePoint Creation & Maintenance experience

Physical Demands:

  • Use of office equipment. Occasional lifting, walking, bending. Max lift demand 25lbs.
  • Ability to travel occasionally
  • Ability to work flexible hours to support global needs

About WESCO

WESCO offers a best-in-class product and services portfolio of Electrical and Electronic Solutions, Communications and Security Solutions, and Utility and Broadband Solution. The company employs over 18,000 people, maintains relationships with over 30,000 suppliers, and serves more than 150,000 customers worldwide


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EB-1150743420

About WESCO

WESCO International, Inc. (NYSE: WCC), a publicly traded FORTUNE 500® holding company headquartered in Pittsburgh, Pennsylvania, is a leading provider of electrical, industrial, and communications maintenance, repair and operating (MRO) and original equipment manufacturer (OEM) products, construction materials, and advanced supply chain management and logistic services. Pro forma 2019 annual sales were approximately $17.2 billion, including Anixter International. The company employs approximately 18,900 people, maintains relationships with more than 30,000 suppliers, and serves more than 150,000 active customers worldwide. Customers include commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers, and utilities. WESCO operates 11 fully automated distribution centers and approximately 800 warehouse/branch locations in North America and more than 50 countries around the world, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.

To see additional opportunities with Wesco, please visit their careers site at: www.wesco.com/careers

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