Associate Manager, Member Technical Support

SoFi•Cottonwood Heights, UT

17h

About The Position

The Role: The MTS Associate Manager is responsible for the oversight of the Member Technical Support team, which includes both phone contacts and ticket completion. What You’ll Do: Management of the MTS agents and the MTS ticket queue: 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. Analyze data and reports: 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. Iteration of the program to drive a positive member experience Empower agents to tackle issues in real time through access to tools, knowledge and coaching. Foster a culture of member obsession

Requirements

Minimum 3 years of management experience
Strong supervisory and management skills are required to lead a team of MTS Specialists
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

Responsibilities

Management of the MTS agents and the MTS ticket queue: 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.
Iteration of the program to drive a positive member experience
Empower agents to tackle issues in real time through access to tools, knowledge and coaching.
Foster a culture of member obsession