Commercial Escalations Process Lead

Hewlett-Packard Company Rio Rancho , NM 87144

Posted 5 months ago

We are looking for a Commercial Escalations Process Lead:

Main Responsabilities:

  • Provide QA feedback, daily, as audits are available in clear metrics (85% <4 days="" and="" 100%=""><14>

  • Dispute attributes or audits when needed & follow up on the outcome with the case managers and the QA team.

  • Create action plans for area of opportunities and track progress.

  • Attend bi-weekly QA calibrations to identify knowledge or service gaps / trends

  • Collaborate with the QA team.

  • Scorecard Red Metric Deep Dives, Identify process gaps and agent opportunities and provide coaching and mentoring to agents.

  • Strong collaboration with Trainers to help reduce knowledge or service gaps

  • Pro-actively help supervisors create CAPs for agents with knowledge gap trends

  • Take supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed.

  • Bi-weekly meetings with BPAs to ensure process are efficient / effective

  • Communicate all process changes to the universal process lead to have processes uploaded to wise

  • Weekly meetings with management to inform of findings and action items.

  • Develop content and deliver weekly and daily huddles

  • Real time, written and verbal, red flag alerts.

  • United front at all times.

  • Provide QA feedback, daily, as audits are available in clear metrics (85% <4 days="" and="" 100%=""><14>

  • Dispute attributes or audits when needed & follow up on the outcome with the case managers and the QA team.

  • Create action plans for area of opportunities and track progress.

  • Attend bi-weekly QA calibrations to identify knowledge or service gaps / trends

  • Collaborate with the QA team.

  • Scorecard Red Metric Deep Dives, Identify process gaps and agent opportunities and provide coaching and mentoring to agents.

  • Strong collaboration with Trainers to help reduce knowledge or service gaps

  • Pro-actively help supervisors create CAPs for agents with knowledge gap trends

  • Take supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed.

Education Requirement:

  • High School diploma or equivalent level of education

  • Min 2 yr experience in a customer support organization

  • Relevant technical knowledge

Skills Required:

  • Communication skills - Verbal and Written

  • Performance management

  • Escalation handling skills

  • Process expertise

  • Growth Mindset

  • Emotional Intelligence

#LI-POST


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Commercial Escalations Process Lead

Hewlett-Packard Company