Live Channel Help Desk Manager

A company is looking for a Live Channel Help Desk Manager.

Key Responsibilities

Lead a team of Level Two analysts and associates to meet customer service and quality standards

Coach and develop high-performing Subject Matter Experts while managing hiring and attrition efforts

Build and deliver operational reporting to Customer Care leadership and manage escalations effectively

Required Qualifications

Bachelor's degree or equivalent experience required

5 or more years of professional experience, with a preference for athenaOne application experience

Proven experience in leading and managing teams, with a focus on employee development

Proficiency in Microsoft Excel for data collection, analysis, and reporting

Preferred familiarity with data visualization tools such as Power BI and experience with Salesforce CRM