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:**
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.
Originally posted on Himalayas
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