The Shared Services Office (SSO) 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 SSO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.
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 Shared Services Office delivers on their overall mission to provide timely, efficient, accurate and responsive service.
Hire, evaluate, lead and develop a team of tier 1 Customer Resolution Specialist who support in-bound calls & chats, manage the front desk lobby and process electronic requests through ServiceNow.
Manage weekly team rotation schedule.
Lead team meetings to share information, review customer surveys and feedback from Tier 2 & 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, discuss strengths and development areas.
Create and facilitate mid-year and annual performance appraisals.
Support and adhere to all company personnel policies, and disciplinary procedures.
Perform audit on team work queues (i.e., ServiceNow tickets and phone calls) using departmental rubric for evaluating performance.
Responsible for creating and maintaining group and individual productivity reports; ensuring timely delivery so team members have transparency into both individual and team performance goals.
Responsible for development and completion of departmental goals including identifying and implementing continuous improvement efficiencies.
Be 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.
Contribute to employee development by providing ongoing and timely feedback to employees concerning strengths and areas of needed improvement. Actively performance manage employees who are not meeting expectations.
Become knowledgeable and remain current on activities and topics that tier 1 receives and answers.
Proactively engage 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 take inbound calls and resolve ServiceNow tickets to keep pulse on customer inquiries and/or assist during busy or understaffed periods.
Respond to customer feedback to acknowledge positive remarks and/or dive deeper into areas of concern on feedback that was rated unsatisfactory.
Collaborate with the Customer Resolution Director and Training Specialists on group and individual training.
Analyze business unit performance via live and historical data requirements and make sound business decisions to achieve team and office performance standards.
Achieve service level standards, manage average speed of answer and call abandonment rate.
Performs other job duties as defined.
Proven track record of coaching and monitoring agent performance
Development and reporting of KPIs
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
Experience in problem-solving
Ability to manage all details for a variety of projects and meet deadlines
Education, Experience, or Certifications:
Bachelor's degree in Business Administration or related field or equivalent work experience (Required)
3 to 5+ years of customer service management experience (Required)
Experience with call center technology ACD, workforce management, agent productivity tools, and call trafficking management (Preferred)
Experience with customer relationship management (CRM) technology (Preferred)
Finance, Procurement, or Human Resources experience (Preferred)
Previous experience in a higher education or nonprofit setting (Preferred)
Technical Knowledge or Skills:
Microsoft Office Outlook, Word, PowerPoint & Excel (Required)
Working Conditions and Physical Requirements:
Normal Office Environment
All required documents must be submitted to be considered for this position
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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: 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.
Internal Number: JR02312
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