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  • ID
    #13416039
  • Job type
    Full-time
  • Salary
    TBD
  • Source
    SquareTrade
  • Date
    2021-04-16
  • Deadline
    2021-06-15
 
Full-time

Vacancy expired!

Job Description

The Corporate Resolutions Team Manager will be responsible for managinga trained group of Escalation Analysts helping them achieve their daily, weekly and career growth goals. They will have the ability to impact change almost immediately to both their team and the organization as a whole. This role manages key performance indicators, including business partner Service Level Agreements (SLAs), Quality Assurance, Compliance, High-Risk Escalation Rates, and Net Promoter / Reputation Score to name a few.

Job Functions & Responsibilities

  • Will work a variety of shifts depending on company need
  • Manage team and execute to key performance metrics on a day to day basis
  • Coach, support, and train team to achieve key metrics
  • Promote SquareTrade’s core values, leading by example
  • Manage escalations, including coaching and real time support
  • Provide feedback to the leadership team and MIS for system & process improvement.
  • Develop agent Developmental Action Plans based on survey and KPI performance against goals

Competencies

Business Operations:

  • Customer & Partner Obsessed
  • Knowledge of ST Products & Services
  • Written & Verbal Communication
  • G Suite & MS Office (Intermediate)
  • Task & Time Management
  • Data Driven Problem Solving
  • Content Creation

Organizational Behavior:

  • Leadership (80%) & Management (20%)
  • Beginner’s Mind
  • Organized & Strategic
  • Dealing with Ambiguity
  • Conflict Mediation
  • Intentional & Timely Decision Making

Leading People:

  • Cultural Contributor
  • Proactive & Patient
  • Technically Savvy (iOS or Android?)
  • Meeting & Huddle Facilitation

Qualifications

Minimum Requirements

  • One year of management experience
  • Flexible Schedule based on business needs (may include weekends).
  • Results driven with proven expertise in defining next steps and continual process improvements
  • Expertise in managing by Key Performance Indicators; proven results in increasing brand loyalty and advocacy
  • Interest in an environment of frequent employee development, mentoring and coaching
  • Strong analytical and action driven leadership style
  • Strong collaboration skills across a diverse cross functional team in a fast paced, rapidly growing organization

Desired Requirements

  • Bachelor's degree and/or a desire to earn a degree or certification within the next 2-3 years.
  • Previous management experience or experience leading a team of tenured employees in a highly technical, results oriented, process driven work environment.
  • Minimum typing speed of 35 words per minute (at 98% accuracy).

Additional Information

Some of the benefits of working @Squaretrade include:

  • Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easywe work on developing careers based on what people enjoy!
  • Competitive salaries, Benefits (Medical, Dental, Vision), Flex PTO, 401k matching
  • Respect for your work-life balance
  • A paid volunteer day to give back to the community

The Team:http://www.squaretrade.com/leadershipSquareTrade is an Equal Opportunity Employer

Vacancy expired!

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