Transmissions Support Manager

Join our Transmission Support Team that provides high quality technical and transactional support via phone and email. 

Job Summary

As a Transmissions Support Manager within the Transmission Support Team, you will be responsible for managing a team of specialists, acting as an Escalation Manager, and ensuring daily tasks are completed. You will have the opportunity to lead and participate in departmental projects, promote enhancements within existing processes, and support the development and maintenance of policies, procedures, and training materials. This role will challenge you to step outside your comfort zone, learn new things, and help the team evolve to better meet the needs of our clients and internal partners. 

Job Responsibilities:

_Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
- Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
- Provide coaching to team members to address performance concerns and to promote professional development and growth.
- Promote enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
- provide thought leadership, follow through and execution as it relates to promoting efficiencies and/or EOS initiatives
- Support the development and maintenance of policies, procedures, and training materials.
- Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies
- Promote awareness and think outside the box when it comes to risks; positively promote compliance across the organization.

Required qualifications, capabilities and skills:

• 5+ years of Customer Service experience.
• 2+ people management experience 
• 2+ years of Technical Support experience
• Flexible to work in night shifts and/or weekends
• Able to work on holidays and outside of normal coverage times as needed.
• Ability to work in a fast-paced performance driven environment.
• Ability to quickly adapt and learn new products and technologies 
• Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
• Effective analytical approach and complex problem-solving skills.

Preferred qualifications, capabilities and skills:

• Effective time management and organizational skills
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment 
• Intermediate MS Office and standard PC skills.
• Strong verbal and written communication skills.
• Able to translate complex technical information into simple terms.
• Ability to communicate and consult with clients concerning highly sensitive information
• Able to build and maintain good working relationships with business partners.  Mobilizing resources across teams when needed to address client concerns.