Proactive and Escalation Manager

BCS CALLPROCESSING INC

2d • $108,000 - $157,000 • Remote

About The Position

The Proactive and Escalation Manager will be responsible for leading the cross-functional execution of strategies, systems, and processes to support best-in-class service delivery, team development and growth, and improved customer quality. The manager will have direct oversight of our Proactive Services, and Escalation Engineering teams. They will work closely with department heads and focus on Engineering solutions to support the BCS365 contract relationship and business relevance with the goal of optimizing the BCS365 service value. They will assist in managing the day-to-day operations while strategically maximizing the productivity of the proactive service team in all aspects including backup management, alerts, monitoring, escalation, etc.

Requirements

• Must be authorized to work in the U.S.
• Remote/WFH employees must have a reliable internet connection and must work in an environment free of noise and distraction.
• Bachelor’s degree in computer science, Information Technology, related field, or equivalent job experience.
• 3-5 years of NOC Management, IT Helpdesk, Call Center and or Project Management experience.
• Comprehensive knowledge of escalation management and service delivery.
• Superior communication and leadership skills to foster healthy interactions across multiple departments.
• Problem-solving skills, with a proven track record of resolving complex issues in a fast-paced environment.
• An ability to take a long-term strategic view and develop successful strategies for action through effective planning, review, and administration.
• Ability to organize time and resources effectively and efficiently to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly.
• Aptitude to analyze and adjust work processes or methods to accommodate changes in work requirement.
• An ability to provide leadership, direction and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability.
• An ability to communicate and exercise appropriate influence with senior stakeholders of the client, including the ability to explain technical issues in an accessible manner.
• Must be willing to carry a company mobile phone.
• Exceptional customer service skills with strong verbal, written skills.
• Ability to make difficult decisions and handle conflict resolution.
• Serve as a positive role model for staff and interface with all levels of staff.
• Ability to independently resolve complex problems using current job knowledge.
• Highly motivated with a desire to lead change in a fast-paced environment.
• Demonstrate exceptional client service skills in order to exceed clients’ expectations and to minimize escalations by taking ownership of client reported issues.
• Illustrated diplomacy, tactfulness, and empathy when dealing with clients.
• Exemplified ability to defuse escalations and high-tension situations.
• Well-developed ability to appease clients experiencing service outages and difficulties.
• Ability to listen actively and ask clarifying questions to seek understanding.
• Experience going above and beyond the call of duty to delight clients.
• Must have a genuine drive for client satisfaction and retention.

Nice To Haves

• Prior MSP experience is preferred.

Responsibilities

• Accountability for the management and organization of the day-to-day operations of the Proactive Services and Escalation Engineering team, ensuring that the services provided meet the client’s strategic goals and the BCS365 contracted obligations.
• Conduct performance review provide career guidance/mentorship and advancement based on skillset evaluation.
• Ensure adequate staffing and organization of the department including day to day activities and responsibilities.
• Act as backup support and escalation for the proactive services team.
• Analyze and provide requested monthly reporting to senior management.
• Help develop and implement process improvements and assist with other projects in support of department goals.
• Manage and approve change requests for Proactive and Escalation team.
• Act as liaison between the different departments as it relates to proactive services.
• Partner with Managed Services team to achieve cost savings and efficiencies by improving release automation.
• Accountable to ensure up to date documentation of all systems, services, processes, and operating environments.
• Ensure compliance of security policies, to include, host and client access, file permissions, and user accounts.
• Must have a firm understanding of inter-departmental business communication.
• Leads post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrences, including completing post incident reports and sharing any lesson learns cross-departments where it may benefit.
• Assist in the creation / review of reports for management regarding service availability, uptime, and adherence to Standard Operating Procedures and SLAs
• Keeps key internal leaders and other stakeholders apprised of the escalation status.
• Leading the end-to-end escalation management process effectively and efficiently.
• Collaborating substantively with various teams, including Customer Service, Sales, and technical teams, to address escalated issues rapidly and securely.
• Developing cutting-edge strategies to improve escalation management processes.
• Creating comprehensive reports that help in tracking the progress and success of the identified strategies.
• Ensures timely closure of escalation cases.
• Available for On-Call.
• Other Duties as assigned.

Benefits

• Insurance Coverage You Can Depend On: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
• Paid Time Off (Vacation, Holidays, and a day off for your birthday!)
• 401k Retirement Plan with Company Match
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees