Responsibilities:

- Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures.

- Manage ticket assignment processes, ensuring equitable distribution of workload among agents.

- Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution.

- Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times.

- Review brand standards and create reference materials for agents to ensure compliance.

- Identify procedural gaps and update process documents to enhance team efficiency.

- Allocate resources effectively to address severity tasks and escalations promptly.

- Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents.

- Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements.

- Track and resolve login issues and manage leave approvals based on business needs.

- Attend daily meetings with the engineering team and provide weekly utilization reports.

- Conduct weekly engineering meetings and maintain a training tracker for new agents.

**Requirements:**

Requirements

- Bachelor's degree in a relevant field.

- Minimum of 3 years of experience in a customer success or similar role.

- Strong leadership and communication skills.

- Proficiency in data analysis and dashboard monitoring.

- Ability to foster collaboration and maintain positive working relationships with cross-functional teams.

- Detail-oriented with the ability to identify procedural gaps and implement improvements.

- Prior experience in resource management and scheduling preferred.

- Familiarity with ticketing systems and customer support tools.

- Ability to adapt to a fast-paced environment and prioritize tasks effectively.

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