Job Description
Manager of Escalation
Atlanta, GA, United States
At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners to our greatest strength: our team members. Join us if you want to say hello to a rewarding career and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
Who We Are:
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are:
Our Customer Care team is a differentiator for FA. We are looking for a truly innovative, curious, and customer-focused leader who is willing to do things differently, by putting the customer first in everything they do and prioritizing the employee’s experience along the way.
We want an Manager Escalation who considers themselves:
- Self-motivated you love to lead others but are also ready to roll up your sleeves.” You can spearhead a project and see it through from start to completion.
- A team player you navigate cross-functional teams and work well with team members across groups toward a common goal. You appreciate the value in collaboration and have ability to lead a team to do the same.
- An innovator you see gaps in current processes or workflows as an opportunity to improve and try something new.
- Change management leader You can adjust team priorities to meet goals and commitments. Can respond effectively to changing demands to reallocate and reprioritize resources as needed.
What You’ll Do
The Manager Escalation is a key partner within Customer Care and our cross-functional teams within FA. Essential responsibilities are to own and resolve escalations with priority on those raised by the executive team. Beyond the immediate resolution of escalations, the Manager of Escalation must work and lead Escalation Team to reduce the number of escalations through the development of process improvement opportunities. Operating with urgency to resolve the escalation, determine the root cause, and work with leaders to help create processes that prevent escalations.
More specifically, you will:
- Responsible for responding and resolving critical issues raised within the escalation team with minimal oversight and direction
- Own the entire life cycle of the escalation process, including working with teams to resolve the issue, build trust and identify process improvement opportunities.
- Drive consistent customer satisfaction and open communication with internal and external customers.
- Responsible for Executive Escalation including intake, follow up and resolution of the escalation. All while determining the root cause analysis and providing clear communication and readouts across the FA Teams. (I.E. Product, Operation, Sales, and Customer Success Leadership.)
- Manage and build escalation team. Setting expectations, improving automation, driving measurable results to enhance customer experience and proactive resolutions.
- Responsible for identifying key opportunities to build out new cross functional processes for prevention and proactive solutions. Ensuring all escalations are tracked and categorized in Salesforce dashboard to create and improve metrics, efficiencies, and service opportunities.
This position is work from home: 100% remote. US based position.
What You May Need to be Successful:
(Education) bachelor’s degree or equivalent work experience
- 5+ years of proven experience within a call center environment or similar role.
- Proven ability to proactively identify and solve complex problems. (Strategically and tactically)
- Excellent oral and written communication, and interpersonal skills in 1:1, group settings, client presentations and with C-suite Level interactions
- Ability to influence and drive change with team and cross functional partnerships. With strong focus on quality of service, process development and continuous improvement.
- Experience leading and responding to critical incidents, improving automation, and building out programs to enhance customer experience and team efficiencies.
- Effective project management skills. With drive to be detail oriented, results driven, and customer focused.
- Strong interpersonal skills. To ensure self-monitoring and ability to adjust messaging and approaches to meet the needs of others while driving resolution, solutions, and performance.
Preferred:
- Advanced proficiency in Microsoft Office skills, including Word, PowerPoint, and Excel.
- Working Knowledge for Salesforce