POSITION PURPOSE The ISE Manager Issue Resolution is responsible for leading a team of 8-10 specialists, which resolve issues logged by the MET and third party associates in our stores when executing projects. The managers will be responsible for handling escalated issues, reviewing issue submission and resolution trends, and partnering with the planning teams to improve the planning, readiness, and issue resolution processes for the organization.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
50%- Manage performance trends, root cause analysis, and process improvement of issue intake and management process
30%- Handle issue escalations and partner with the Planning Managers and Sr. Analysts to address
10%- Training on upcoming projects
10%- Associate development: recruiting, performance management, etc.
NATURE AND SCOPE
This position reports to the Senior Manager of Issue Resolution
This position has 8-10 direct reports
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
ESSENTIAL SKILLS: MINIMUM QUALIFICATIONS Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Education Required: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 1 years
Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
On rare occasions there may be a need to move or lift light articles.
Additional Qualifications: Bachelors Degree
People management experience
Prior issue resolution or call center experience
Strong written and verbal communications skills, presentation and facilitation skills
Proficient in: Microsoft Office Suite including Excel, PowerPoint, Project, and Word
Knowledge, Skills, Abilities and Competencies:
Highly organized.
Excellent written and verbal communication skills.
Strong ability to multi-task and handle competing priorities at once.
Strong decision making and problem-solving skills.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
