Key Responsibilities and Job Elements:
- Analyze main metrics in weekly basis to develop improvement projects to maintain and achieve business goals
- Hosting monthly 1:1s with associates to develop plans for professional growth
- Managing SIM Queue and monitoring SLA on resolutions
- Performance management and development of a team of T3 hourly associates
- Complete regular deep dives on associate productivity and quality
- Deliver training and guidance to FQAs; maintain a full understanding of FQA standard work
- Committed to regular travel (~15%) across owned regions to engage with direct reports
Basic qualifications
- High school diploma or equivalent- Experience analyzing metrics to implement business improvements
- Experience with analytical tools and ability to dive deep into metrics and reporting
- 1+ years of team management experience
Preferred qualifications
- Speak, write, and read fluently in English- Experience Driving strategic meetings with senior executives to expand partnership priorities
- Bachelor's degree
- 2+ years of team management and performance experience
- 1+ years of exceeding quota and key performance metrics experience
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