Manager, Customer Resolution Specialist

Department

F&A Help Desk

About the Department

The Knowledge Optimization Organization (KOO) is a service organization dedicated to continuous improvement. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research. The KOO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.

Job Summary

The Customer Resolution Specialist Manager will be responsible for managing the operations of the Customer Resolution Specialist team. Through effective leadership skills, the Manager will hold the team accountable for service level metrics to ensure the Knowledge Optimization Organization (KOO) delivers on their overall mission to provide timely, efficient, accurate and responsive service.

Responsibilities

• Hires, evaluates, leads and develops a team of Tier 1 Customer Resolution Specialist who support in-bound calls and chats, manage the front desk lobby and process electronic requests through ServiceNow.
• Manages weekly team rotation schedule.
• Leads team meetings to share information, review customer surveys and feedback from Tier 2 and Tier 3 functional teams to inform continuous improvement updates in processes, technology, and individual customer resolution specialist ways of working.
• Accountable for performance management process through recurring one-on-one meetings to review individual performance, and discuss strengths and development areas.
• Creates and facilitates mid-year and annual performance appraisals.
• Supports and adheres to all company personnel policies, and disciplinary procedures.
• Performs audit on team work queues, such as ServiceNow tickets and phone calls, using departmental rubric for evaluating performance.
• Creates and maintains group and individual productivity reports; ensuring timely delivery so team members have transparency into both individual and team performance goals.
• Develops and completes departmental goals including identifying and implementing continuous improvement efficiencies.
• Present and accessible to the team, providing an open and inviting environment so team members are comfortable and willing to communicate both successes, areas of improvement and training needs.
• Contributes to employee development by providing ongoing and timely feedback to employees concerning strengths and areas of needed improvement. Actively performance manages employees who are not meeting expectations.
• Knowledgeable and remains current on activities and topics that Tier 1 receives and answers.
• Proactively engages with Tier 2 and Tier 3 functional teams to identify additional areas of scope for the Tier 1 team to support and embed in team development and training plans.
• Periodically takes inbound calls and resolves ServiceNow tickets to keep pulse on customer inquiries and/or assists during busy or understaffed periods.
• Responds to customer feedback to acknowledge positive remarks and/or dive deeper into areas of concern on feedback that was rated unsatisfactory.
• Collaborates with the Customer Resolution Director and Training Specialists on group and individual training.
• Analyzes business unit performance via live and historical data requirements and makes sound business decisions to achieve team and office performance standards.
• Achieves service level standards, manages average speed of answer and call abandonment rate.
• Supervises and tracks operational, performance, and compliance reporting.
• Supervises support staff who assist with knowledge management, document management, performance management, and quality management. Creates a learning and development environment for staff.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field or an equivalent combination of education and experience.

Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Experience:

• Minimum of 3 years of customer service management experience.
• Background with call center technology ACD, workforce management, agent productivity tools, and call trafficking management.
• Background with customer relationship management (CRM) technology.
• Finance, procurement, or human resources experience.
• Previous experience in a higher education or nonprofit setting.

Technical Skills or Knowledge:

• Proficient in Microsoft Office Outlook, Word, PowerPoint and Excel.
• Development and reporting of KPIs.

Preferred Competencies

• Proven track record of coaching and monitoring agent performance.
• Extensive mentoring and coaching experience/skills.
• Teamwork oriented, with a documented background of success through team interactions.
• Demonstrated ability to effectively interact with employees, peer and senior level management.
• Excellent verbal and written communication skills and presentation skills.
• Outstanding problem-solving skills.
• Manage all details for a variety of projects and meet deadlines.

Application Documents

• Resume/CV (required)

Job Family

Customer Service & Sales

Role Impact

People Manager

Scheduled Weekly Hours

37.5

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Pay Rate Type

Salary

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FLSA Status

Exempt

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Pay Range

$60,000.00 - $72,000.00

The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.