isolved · 9 hours ago

Manager, Product Support

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

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Employee BenefitsFinancial Services

Growth Opportunities

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Responsibilities

Monitor individual SLA and KPIs to ensure maximum productivity and service level adherence from team.

Monitor calls and written correspondence between specialists and customers for quality assurance purposes.

Independently handle escalated issues and provide direction to both customers and internal stakeholders

Create and assign individual training plans to ensure specialists are set up for success in troubleshooting cases in their assigned product area(s). Collaborate with Product and Training teams so staff are aware of releases that impact current functionality.

Develop staff by managing performance, setting goals, providing ongoing 1:1s and maintaining strong employee relationships.

Lead first-round interviews for open positions.

Effectively develop and delegate to Team Leads

Participate in project committees, as needed, strategically representing the Product Support business unit, in addition to your dedicated team.

Be a change champion, continuously adapting to isolved's growth evolution and needs, acting as a positive influence to your team.

Maintain a well-rounded understanding of isolved product functionality.

Effectively manage a variety of tasks and projects to help drive continuous improvement within the Product Support unit.

Qualification

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HCM experienceMicrosoft OfficeProduct knowledgeCoachingPerformance managementEmployee development