Associate Manager, Member Technical Support
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Job Location:
Cottonwood Heights, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
The Role:
The MTS Associate Manager is responsible for the oversight of the Member Technical Support team which includes both phone contacts and ticket completion.
What Youll Do:
- Management of the MTS agents and the MTS ticket queue:
- Maintain daily ticket volume and ensure SLAs are met.
- Ensure agents are performing efficiently and with high quality.
- Work with cross-functional teams on current trends in order to reduce ticket volume and increase efficiency.
- Analyze data and reports:
- Use statistical methods to analyze MTS metrics and make data-driven decisions.
- Review ticket data and reports to help identify trends and issues.
- Prepare and present reports to senior management.
- Communicate the status of MTS initiatives and any significant issues.
- Iteration of the program to drive a positive member experience
- Empower agents to tackle issues in real time through access to tools knowledge and coaching.
- Foster a culture of member obsession
What Youll Need:
- Minimum 3 years of management experience
- Background in technical support preferred
- Preferred experience hiring training motivating monitoring and coaching teams of production employees
- Understanding of work force and resource management
- Strong supervisory and management skills are required to lead a team of MTS Specialists
- Experience using Excel and Google Sheets
- Experience using Tableau
- Experience with JIRA ticketing system
- Strong written communication skills time management skills and professional demeanor
- Ability to adapt quickly to changes and put new processes and procedures in place
- Ability to work independently with minimal or no direction
- Ability to lead meetings and discuss information in a clear and concise manner
- Some evenings and weekend days will be required
Required Experience:
Manager
Key Skills
- Graduate Engineering
- Defence
- Dhtml
- Logistics & Procurement
- Asp.Net MVC
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
