Gestionnaire, Soutien Premium

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Supervise a solid operational environment for teams and ensure high-quality support to the community through your team
• 2
  Manage the execution by the team of complex, sensitive, and/or urgent issues that may pose a significant risk to our brand or community, including acting as the highest escalation point for case consultations and high-level escalations from other stakeholders
• 3
  Meet regularly with direct reports to examine their work and provide high-quality coaching based on behavior; must be able to create a strategy or performance development plan for your services
• 4
  Provide your team with guidelines on best practices for case management and situations, and ensure that working methods are documented and respected
• 5
  Ensure the team is constantly staffed appropriately and that personnel complete their onboarding and continuous training
• 6
  For cases involving internal stakeholders, guide ambassadors to take appropriate measures until the case is closed, and in rare cases, support on-site case management
• 7
  Collaborate with Capacity Planning and PMO to establish the minimum staff, ensure adequate coverage, plan for emergency measures related to the impact of changes, and defend personnel needs against volume or workload

RequirementsAI-extracted

• 8 years or more of progressive experience in a customer service or operations role, including 5 years in a direct management role and employee lifecycle management
• Demonstrable experience in improving team performance as a hierarchical manager
• Experience in deploying resources to manage real-time crisis situations, including managing highly sensitive or critical cases, and decision-making authority on losses
• Experience in analyzing and producing data reports to identify performance trends, as well as developing and implementing performance management standards
• Experience in translating global objectives and strategies into concrete and applicable actions for your teams, including establishing operational or functional objectives or performance targets
• Ability to work weekends, holidays, and on-call as needed
• Excellent communication skills, both verbal and written, in English

Perks & BenefitsAI-extracted