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Resolution Center Manager
hace 1 mes
**Resolution Center Manager Job Description**
We are looking for a skilled StS (Source to Settle) Resolution Center Manager who can lead our representatives to better performance and improve service quality
The StS Resolution Center Manager will assist in establishing team objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze data, and focus on improving performance and processes to provide a better support to our customers.
The manager will be accountable for the management and support delivery of the queries received through the ticket system and phone calls from stakeholders and vendors for the Americas region.
The role should operate with a full sense of responsibility for the StS resolution center team, which includes operational performance, people management, development, customer service excellence, and process compliance requirements.
This position demands an exceptional communication, interpersonal, and customer service skills as well as high analytical skills to understand the large flow of data and the different variables impacting the operation to take quick and effective decisions.
The Resolution Center Manager will be also responsible to manage the Resolution Center projects portfolio, initiatives related to productivity, process improvement projects, implementations of new companies under BSC scope, also to perform reviews of the quality and timely queries performed by the local market, stakeholders, and vendors.
The Resolution Center Manager must constantly interact with other StS team, local markets, Global teams, other BSC business areas (AtR, FP&A, OTC, etc), and GPO organizations.
**Responsibilities**
- Hiring, training, coaching, and leading Resolution Center representatives as they provide support for customers
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the cases that representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
- Facilitate monthly sessions with each member to discuss feedback, development, people management topics.
- Together with the supervisor to manage the workload distribution and capacity, metrics calculation, reporting Service Level Agreements, and the delivery of on-time tasks assigned to the team.
- Preparing reports and analyzing Resolution center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Responsible for the Resolution Center performance (Internal KPIs, Quality and Customer Satisfaction) ensuring all staff members are achieving desired service levels and taking corrective action, as needed
- To be accountable of managing the relationship with our BPO (third party), providing them with feedback of issues arise and to make sure that corrective actions were performed to avoid issue recurrency.
- Attend operational review meetings with stakeholders to discuss performance and feedback.
- Define and execute StS Resolution Center portfolio (including productivity, implementations, requirements, etc).
- Support escalation, requests or concerns raised by vendors or internal business partners, assisting the Operation on the resolution of these when required.
- Change Management & proper and timely communications.
- Identify and mitigate any issue raised in the operation with high sense of urgency.
Perform Root-Cause Analysis, when needed to identify and implement improvements opportunities to make the process more efficient.
- Make sure all the documentation related to support the resolution center operation is updated: QRG, one pager, help guides, job aids, etc.
- Ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity.
- Act as primary responsible for controls execution and serve as a role model for Resolution Center team members.
**Required Skills**:
Soft Skills
- Outstanding Customer service
- Effective communication
- Empower others
- Employee Monitoring and Training
- Problem-solving
- Analytical
- Emotional Intelligence
- Continuous improvement mindset
- Strong decision making and meeting facilitation skills.
- Strong understanding of the StS operational model.
- Adaptability and flexibility to manage deadline pressure, ambiguity, and change.
- Demonstrated ability to take initiative, leading by example, and achieve extraordinary results.
- Functional knowledge of procurement, accounts payable, master data, customer service and governance models.
- Project management
- Excel proficiency
**Qualifications & Experience**
- Education_
- BS/BA degree in Business Administration, Engineer or Finance
- Master (preferred)
- Experience_
- 5+ years of Source t
