Frontline Support Manager, Family History Department, full-time
Frontline Support Manager, Family History Department, full-time
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Principles of Operation:
TheFrontline Support Manager will oversee the frontline support to FamilySearch patrons via chat social media and phonein multiple languages and regions. They will ensure that we deliver a world-class support experience by managing performance aligning on service standards and advocating for both customer and internal partner needs.
Responsibilities
- Build and maintain a strong collaborative relationship with support agents to ensure exceptional service delivery.
- Define implement and monitor quality standards and service level agreements (SLAs) in cooperation with Homelands.
- Track performance metrics and lead regular business reviews.
- Collaborate with internal teams to understand evolving support needs and translate them into expectations for frontline support agents.
- Identify and resolve issues related to performance communication or process alignment.
- Support continuous improvement initiatives to enhance customer experience.
Qualifications
- Requires a Bachelors degree in a related field or an equivalent combination of education and/or experience
- Minimum 3 years of work experience in a related field (preferably project management or project coordination).
- Manage scope schedule and budget of projects that are typically of low complexity with a low number of deliverables in few languages.
- Proficiency in a project management system like WorkFront.
- Manage and communicate with cross-functional team members.
- Actively pursuing PMP Certification or other project management certification recognized in specific industries.
Required Experience:
Manager
Employment Type
Full-Time
