Manager II - Enterprise Customer Care

📋 Description

• Manage and coach a team of agents while monitoring their attendance and schedule adherence
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on
• Train and develop members of the team on process, technical troubleshooting, and new product
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

🎯 Requirements

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer
• Success operating independently and navigating competing priorities in a constantly changing
• Success working cross-functionally to architect, document, and drive organization-wide adoption of
• Experience evaluating operational workflows involving both internal departments and external
• Experience solving complex customer issues with a sense of urgency and professionalism

🎁 Benefits

• Competitive compensation and benefits programs
• Base salary range of $90,000—$144,000 USD
• Total rewards package includes cash compensation (overtime, bonus/commissions if eligible), equity