Senior Manager - (US-UT-Ogden - 84415)

Minimum Education: None
Job Type: Full Time
Jobcode: N/A
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Responsibilities: Case Management Responsible for the projects performance of case management meeting or exceeding client and internal expectations. This includes but is not limited to management of: Aged cases Idle cases Backlogs Case assignment Escalation rates KB article creation Time to handle a case Quality/CSAT Responsible for both client and customer satisfaction of the support given. Customer Satisfaction. “ analyze data provided in customer satisfaction results. Drive monitoring, coaching, and training to drive improvement. Will proactively drive process improvement if customer satisfaction drops below internal or client thresholds. Client Satisfaction. “ will regularly communicate with client contacts and will track any concerns or escalations. Will identify drivers around policy or customer satisfaction concerns of the client and will proactively drive process improvement. Labor Management Responsible for spreading resources across the support hours to meet customer needs. Scheduling. “ Works with the support groups to make sure schedules match customer varying needs for particular times of day/week. Makes sure holidays and other events are planned around. Manages PTO throughout the year. Schedule Adherence - Drives adherence to schedules along with engineer/agent understanding of why it is important. Productivity for hours worked. “ Manages paid hours to drive high levels of productivity for those hours. Responsible for Balanced Scorecard associated with programs. Maintain and grow revenue of existing Clients/Programs. Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover. Owns Client satisfaction on all new implementation. Partnering with Business Development to leverage and pursue new business from the existing client. Partnering with internal suppliers. Responsible for meeting service commitments through data collection, root cause analysis and action planning. Negotiate and manage Client commitments, contracts and expectations. Conduct account reviews both internal and external. Staff, motivate and develop management team (includes dotted line Partners). Translate company strategies into organizational initiatives/activities. Develop and maintain relevant industry knowledge. .

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