Manager, Inside Sales & Technical Support

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives...Helping our world work better.

ASTM provides an excellent compensation and benefits package including:

* Undergraduate and Graduate Tuition Reimbursement

* Comprehensive medical, dental, vision, life and disability insurance

* Paid holidays, vacation and sick leave

* 403(b) plan with company match

* 100% company-funded defined benefits pension plan

SUMMARY

The Inside Sales & Technical Support Department is committed to delivering a world-class sales and service experience with a focus on quality and efficiency. Collaborating with the Co-Manager and Director, this Manager plays a key role in daily operations and strategic leadership within the Contact Center.

The Manager of ASTM's Inside Sales & Technical Support Department provides strategic leadership, overseeing the customer service and support team to drive satisfaction, loyalty, and operational excellence. This role requires strong leadership abilities, effective delegation, and the empowerment of staff to ensure high performance. The Manager oversees the Level 2 Support team, ensuring seamless knowledge management, issue escalation, and the transfer of technical expertise to frontline staff. Additionally, they function as subject matter experts, collaborating with development teams to enhance processes, report issues, and support continuous staff education and development, while managing performance and resolving conflicts effectively.

COMPETENCY DOMAIN: People Management

Establish clear roles and responsibilities to ensure efficient team operations. Manage staffing plans, workforce optimization, and succession strategies while addressing employee retention. Support recruitment, hiring, and onboarding using best practices. Drive professional development by providing resources for continuous learning. Implement performance monitoring and coaching programs, using adaptive leadership and behavioral insight to guide feedback and reviews. Set clear goals and work standards that foster accountability and excellence. Create a motivating environment that recognizes achievements, supports engagement, and addresses challenges, including those specific to remote and hybrid teams. Lead and support call center subgroups, ensuring alignment with broader organizational goals.

Identifying Training Requirements

Help create ongoing development opportunities for staff by identifying training needs, future skill gaps, and individual strengths. Provide the tools and resources employees need to grow. Support the implementation of training strategies, including delivery methods, facilitators, course materials, and instructional design and development.

Leading and Managing Teams

Support hybrid and remote work programs while managing staffing, succession planning, and team structure. Support recruitment, hiring, and onboarding using best practices, and implement retention strategies based on employee feedback. Foster continuous development through targeted training and coaching, ensuring alignment with departmental goals, and effectively resolving conflicts.

Monitoring and Managing Team Performance

Establish clear roles, responsibilities, and performance expectations with specific and measurable service levels, response times, and quality targets for staff. Oversee individual and team performance through regular reviews and feedback.

COMPETENCY DOMAIN: Operations Management

Drive reporting and strategies that meet service levels, response times, and quality targets. Resolve issues impacting KPIs and optimize staffing/scheduling with statistical forecasting. Ensure efficient service delivery through technology and process improvements while continuously reviewing and improving KPIs, including the following:

• Schedule Adherence
• Productive vs. Non-Productive time
• Service Level
• First Contact Resolution
• Average Call Value
• Percent Abandoned
• Average Handling Time
• First Call Resolution
• Average Speed of Answer
• Forecast Accuracy
• Cost Per Call

COMPETENCY DOMAIN: Align Technologies and Processes

Support system and process development to ensure effective service deliveries while optimizing the call center's investment in technologies. Develop key customer-related processes while using system integration opportunities to maximize service delivery.

COMPETENCY DOMAIN: Customer Relationship Management

Define both internal and external customer expectations and business drivers, then evaluate service effectiveness and implement necessary improvements. Build networks to support customer relationships, gather market intelligence, and manage contractual relationships. Handle escalation processes as needed.

TECHNICAL SUPPORT & LEVEL 2 SUPPORT TEAM MANAGEMENT

Stay current on information systems to better support staff training and handle customer issues. Guide your team in troubleshooting complex system problems and walk them through the escalation process when needed. Collaborate with staff to identify and implement improvements in both systems and processes. Manage the identification, escalation, and resolution of system issues.

SUCCESS FACTORS

Knowledge & Decision-Making

• Analyze cause-and-effect relationships.
• Gather and assess relevant information for problem-solving.
• Make objective, prompt decisions under pressure.
• Manage projects to ensure timely and complete outcomes.

Innovation & Adaptability

• Recognize and implement change proactively.
• Adjust plans based on new features and evolving conditions.
• Encourage adaptability within the call center team.

Communication

• Share information effectively across business units.
• Write clearly and persuasively.
• Tailor verbal presentations to diverse audiences.
• Use nonverbal communication effectively.
• Collaborate with senior management effectively.

Personal Attributes

• Consistently follow through to achieve goals.
• Represent the organization accurately and professionally.
• Maintain composure in challenging situations.
• Adapt to varying management levels and customer perspectives.
• Work effectively in a dynamic environment.

QUALIFICATIONS

Minimum Requirements

• Proficient in Microsoft Office Suite
• 3+ years of supervisory experience in a call center or proven excellence as an ASTM ISS Representative, Level 2 Support
• Strong customer service skills and effective interpersonal communication
• Experience using and troubleshooting multiple information systems
• Excellent analytical and critical thinking skills
• Ability to work independently with minimal supervision

Preferred Qualifications

• BA/BS in Operations Management, Liberal Arts, or related field
• Bilingual or multilingual skills
• Experience in creating Business Process Diagrams