Queue Manager

3 meses atrás

Lisboa, Portugal Motorola Solutions Tempo inteiro

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: At Motorola Solutions, we’re guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.
**The Queue Manager will be responsible for managing and maintaining the support queue and ensuring adherence to Service Level Agreements (SLAs) to provide exceptional customer service and support. You will play a crucial role in optimizing the support process, coordinating with cross-functional teams, and maintaining high customer satisfaction levels.

**WHAT YOU WILL DO**:

- ** Support Queue Management**: Manage the incoming support requests and tickets, ensuring prompt and efficient allocation of resources to resolve customer issues within defined SLAs.
- ** SLA Adherence**: Own and enforce the SLAs for support response and resolution times, consistently meeting or exceeding the agreed-upon targets.
- ** Performance Monitoring**: Monitor and analyze support team performance metrics, such as ticket response times, resolution rates, and customer satisfaction scores, to identify areas for improvement. This will also include spot checking cases to ensure they are properly documented and escalated to support leads if there are gaps.
- ** Prioritization and Escalation**: Prioritize and escalate critical or high-priority issues appropriately, ensuring timely resolution and effective communication with customers. Agents will own the escalation & case, the Queue Manager will ensure the right stakeholders are involved.
- ** Process Improvement**: Continuously review and enhance support processes to streamline operations, reduce response times, and improve overall efficiency.
- ** Collaboration**: Collaborate with various internal teams, including support agents, product development, and quality assurance, to resolve complex customer issues and ensure efficient cross-functional communication.
- ** Documentation and Reporting**: Maintain accurate and up-to-date records of support tickets, resolutions, and customer interactions. Generate regular reports on SLA adherence, team performance, and customer feedback for management review. This will include identifying problem trends (what are customers contacting us about) or knowledge gaps (what training will help front-line agents).
- ** Mentoring**: Provide guidance and support to support agents to enhance their performance and ensure alignment with SLAs.
- ** Customer Advocacy**: Advocate for customers by escalating product or service issues that require attention, providing insights to improve the overall customer experience.
- ** Stay Up-to-date**: Keep abreast of industry trends, best practices, and technological advancements related to support management and SLA adherence.

**METRICS OWNED**:

- First Response Time
- Average Wait Time
- Agent status adherence
- Handle time

**Basic Requirements**:

- 2+ years’ experience in a Customer Service/Call center/Technical Support role
- Good planning and time management skills
- Exceptional problem-solving skills
- Self-motivated and focused with a passion for technology and an aptitude for customer satisfaction
- Excellent English verbal and written communication skills
- Must be able to quickly learn and understand current ideas and concepts
- Pleasant, friendly style of verbal and written communication
- Work well in a team environment
- Ability to work well under pressure

**Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: New Grad

**Referral Payment Plan**: No

**Company**: Motorola Solutions Portugal, Lda

**_ EEO Sta

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