Manager of Escalations

| Chicago

Summary

The Manager of Escalations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, change management, and delivering operational excellence in relation to external client escalations. Additionally, this position creates and develops relationships with internal and external clients.

 

Responsibilities

  • Manage functional team, along with account escalations while achieving internal and external Service Level Agreements (SLAs)
  • Provide meaningful proactive and/or reactive analysis around issue causes, solutions, and changes that will prevent or reduce the number of future occurrences
  • Log and track corporate escalations through a centralized tracking system with robust project management and reporting capabilities
  • Conduct root cause analysis on high-level escalations and low-level escalations (when needed) using the formal tracking system
  • Reviews with appropriate parties to understand what drives corporate escalations and how to adjust processes accordingly
  • Identify potential escalations and proactively engage customers or other SMS teams
  • Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
  • Work with other SMS teams for product enhancements or process improvements
  • Work cross-functionally with other teams to manage accounts in different region(s); make strategic decisions about capacity planning and fulfillment of services
  • Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
  • Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
  • Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
  • Attend regular client status meetings, if applicable
  • Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
  • Ensure confidentiality of internal and external data
  • Perform ad-hoc projects and other duties as assigned

 

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

  • Customer Service- Advanced
  • Verbal Communication - Proficient
  • Written Communication - Advanced
  • Teamwork – Advanced
  • Relationships - Advanced
  • Negotiation – Proficient
  • Organizational Awareness - Proficient
  • Learning Agility - Proficient
  • Analysis - Advanced
  • Problem Solving - Proficient
  • Process Orientation - Proficient
  • Prioritization - Advanced

 

Role Specific Skills

  • Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required

 

People Management Skills

  • Proficient in all people management processes, including recruitment, performance management and reward
  • Proficient in building, growing and developing a team; including department structure design and resourcing
  • Proficient in coaching and developing individual team members to reach their potential
  • Proficient in engaging a team through communication, processes, personal impact and influence

 

Qualifications

    Minimum Qualifications

  • Bachelor’s degree
  • 3+ years business experience, including 1 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
  • Experience managing and leading individuals or small teams

 

    Other Relevant Qualifications

  • Trade experience preferred
  • Facilities industry experience preferred

 

Read Full Job Description

Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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