Associate Manager, Member Technical Support

SoFi • Jacksonville, FL

5h

About The Position

The MTS Associate Manager is responsible for the oversight of the Member Technical Support team, which includes both phone contacts and ticket completion.

Requirements

• Minimum 3 years of management experience
• Experience using Excel and Google Sheets
• Experience using Tableau
• Experience with JIRA ticketing system
• Strong written communication skills, time management skills, and professional demeanor
• Ability to adapt quickly to changes and put new processes and procedures in place
• Ability to work independently with minimal or no direction
• Ability to lead meetings and discuss information in a clear and concise manner
• Some evenings and weekend days will be required

Nice To Haves

• Background in technical support preferred
• Preferred experience hiring, training, motivating, monitoring and coaching teams of production employees
• Understanding of work force and resource management
• Strong supervisory and management skills are required to lead a team of MTS Specialists

Responsibilities

• Maintain daily ticket volume and ensure SLA’s are met.
• Ensure agents are performing efficiently and with high quality.
• Work with cross-functional teams on current trends in order to reduce ticket volume and increase efficiency.
• Use statistical methods to analyze MTS metrics and make data-driven decisions.
• Review ticket data and reports to help identify trends and issues.
• Prepare and present reports to senior management.
• Communicate the status of MTS initiatives and any significant issues.
• Empower agents to tackle issues in real time through access to tools, knowledge and coaching.
• Foster a culture of member obsession

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed