Summary

The Manager of Escalations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, change management, and delivering operational excellence in relation to external client escalations. Additionally, this position creates and develops relationships with internal and external clients.

Responsibilities

• Manage functional team, along with account escalations while achieving internal and external Service Level Agreements (SLAs)
• Provide meaningful proactive and/or reactive analysis around issue causes, solutions, and changes that will prevent or reduce the number of future occurrences
• Log and track corporate escalations through a centralized tracking system with robust project management and reporting capabilities
• Conduct root cause analysis on high-level escalations and low-level escalations (when needed) using the formal tracking system
• Reviews with appropriate parties to understand what drives corporate escalations and how to adjust processes accordingly
• Identify potential escalations and proactively engage customers or other SMS teams
• Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
• Work with other SMS teams for product enhancements or process improvements
• Work cross-functionally with other teams to manage accounts in different region(s); make strategic decisions about capacity planning and fulfillment of services
• Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
• Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
• Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
• Attend regular client status meetings, if applicable
• Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

• Customer Service- Advanced
• Verbal Communication - Proficient
• Written Communication - Advanced
• Teamwork – Advanced
• Relationships - Advanced
• Negotiation – Proficient
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Analysis - Advanced
• Problem Solving - Proficient
• Process Orientation - Proficient
• Prioritization - Advanced

Role Specific Skills

• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence

Qualifications

    Minimum Qualifications

• Bachelor’s degree
• 3+ years business experience, including 1 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
• Experience managing and leading individuals or small teams

    Other Relevant Qualifications

• Trade experience preferred
• Facilities industry experience preferred