Frontline Support Manager, full-time, must live in Wasatch Front
Share
Job Location:
Salt Lake, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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
Key Skills
- Abinitio
- Administration And Accounting
- Android
- Bid Management
- Inventory Management
- Embedded C
About Company
Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings— giving Church members places ... View more
