Responsibilities:
– Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures.
– Manage ticket assignment processes, ensuring equitable distribution of workload among agents.
– Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution.
– Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times.
– Review brand standards and create reference materials for agents to ensure compliance.
– Identify procedural gaps and update process documents to enhance team efficiency.
– Allocate resources effectively to address severity tasks and escalations promptly.
– Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents.
– Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements.
– Track and resolve login issues and manage leave approvals based on business needs.
– Attend daily meetings with the engineering team and provide weekly utilization reports.
– Conduct weekly engineering meetings and maintain a training tracker for new agents.
**Requirements:**
– Bachelor’s degree in a relevant field.
– Minimum of 3 years of experience in a customer success or similar role.
– Strong leadership and communication skills.
– Proficiency in data analysis and dashboard monitoring.
– Ability to foster collaboration and maintain positive working relationships with cross-functional teams.
– Detail-oriented with the ability to identify procedural gaps and implement improvements.
– Prior experience in resource management and scheduling preferred.
– Familiarity with ticketing systems and customer support tools.
– Ability to adapt to a fast-paced environment and prioritize tasks effectively.a
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