The Executive Resolution Team supports customers when their concerns are elevated to senior GM leadership or require a specialized, high-touch experience
Job Summary
The Executive Resolution Team supports customers when their concerns are elevated to senior GM leadership or require a specialized, high-touch experience.
The Assistant Engagement Lead will be responsible for overseeing the day to day operations of the Executive Resolution contact center group and analyzing processes to improve customer satisfaction.
This position is categorized as hybrid, meaning the selected candidate is expected to report to a specific location at least 3 times a week.
Matching Summary
The Executive Resolution Team supports customers when their concerns are elevated to senior GM leadership or require a specialized, high-touch experience.
Skills & Requirements
Must-have
Oversee daily contact center operations
Track performance management using GM systems
Provide direction, coaching, and mentoring
Manage relationships with workflow and quality teams
Prepare data for feedback on customer experience
Monitor Key Performance Indicators (KPIs)
Nice-to-have
Strong relationship building skills
Excellent listening, written, and oral communication
Self-starting personality
Ability to think strategically
Problem solve and develop creative solutions
Key Requirements
Experienced with data preparation for performance feedback
Review performance metrics and perform quality reviews
Prepare management reports and presentations
Assess and plan necessary training
Participate in planning sessions and cross-functional meetings