TEKsystems · 1 day ago
Customer Support Manager
Los Angeles, CA
Contract
Onsite
New Grad, Entry Level
$40/hr - $45/hrTEKsystems is a leading provider of business and technology services, partnering with clients to activate ideas and solutions. The Customer Support Manager will provide leadership and direction for the Customer Experience Operations department, focusing on improving service quality and operational efficiency.
Information Technology
Responsibilities
Create and sustain strong relationships with stakeholder departments
Establishes and assures adherence to schedules and work plans
Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation
Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives
Ensures efficiency of processes and successful implementation of operational strategies
Develops and implement process improvement
Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to regional membership and clients
Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO
Report data on a regular basis to then implement solutions to forecast in a high-volume environment
Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary, calling in
Qualification
Required
Establishes and provides leadership and direction for critical multi-dimensional member facing department within Customer Experience Operations
Has direct responsibility for all personnel, productivity, technology and quality, to include development of internal policies and procedures
Provide ongoing guidance on understanding customer needs and resolving member issues at a regional level
Develop and monitor analytic tool sets and metrics, conducts root cause analysis and advocates, defines and leads operational improvement projects and initiatives that elevate the level of service provided to members
Accountable for creating a culture of compliance, ethics and integrity
Create and sustain strong relationships with stakeholder departments
Establishes and assures adherence to schedules and work plans
Actively promotes the vision and values of CE department particularly in the areas of new members, customer service, change management, leadership, performance levels, and results orientation
Responsible for the vision and the culture of the contact center, and the support and implementation of Labor Management partnership initiatives
Ensures efficiency of processes and successful implementation of operational strategies
Develops and implement process improvement
Achieve the highest level of practices while improving policies and procedures to provide excellent customer service to regional membership and clients
Develop, design and analyze data to create staffing models and forecast needs for CE operation as well to interdependent department and stakeholders within KPCO
Report data on a regular basis to then implement solutions to forecast in a high-volume environment
Implements staffing model to achieve service goals and objectives utilizing real-time control and systems to reassign phone queue assignments, extending/shortening Customer Care Representative (CCR) schedules as necessary
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase