Job Summary
Key Responsibilities (% of Time) 1) Oversee 100% of the Calls. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 2)Determine root cause of issues and communicate appropriately to internal and external customers. (25%) 3)Train, coach and mentor Managers and Team Leads, including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) 4)Provide data and reporting of KPI¿s and trends to Customer and others in ad-hoc, weekly, monthly and as needed. Will drive Deep Dive and develop strategies for improvement. Work to make Contact Centre the single source of truth and service delivery channel for Customer. Monitor and manage phone queue (participating in escalated calls as needed). (20%) 5)Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer experience. Advise management on situations that may require additional client support or escalation. (20%) 6) Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%) Basic Job Requirement 1)College degree in business administration, commerce, management, industrial technology or industrial engineering. Certain schools offer bachelor's and master's degrees in operations management.2)Industry relevant production experience 3)Knowledge and experience in organizational effectiveness and operations management4)Knowledge of business and management principles and practices 5)Knowledge of financial and accounting principles and practices6)Knowledge of project management principles and practices7)Excellent computer skills and proficient in excel, word, outlook, and access 8)Excellent communication skills both verbal and written 9)Excellent interpersonal skills and a collaborative management style. 10)Budget development and oversight experience11) A demonstrated commitment to high professional ethical standards and a diverse workplace12) Excellent people manager, open to direction and +Collaborative work style and commitment to get the job done 13)High comfort level working in a diverse environment