Manager

• Manage the daily operations of the winback motion across metric pacing, productivity, and process adherence. This will include the management of a live inbound case queue.
• Maintain insightful reporting to guide decision-making and communicate team progress and attainment to upper management
• Coach and support skill development regarding customer success attributes, risk mitigation strategies, soft skills, knowledge attainment, and daily workload management techniques
• Gain a strong understanding of our product mix and how it generates value for our customers
• Resolve customer escalations by thoroughly investigating issues, developing solutions and managing these situations through resolution
• Coordinate and collaborate cross-departmentally to identify, develop, and launch process enhancements and departmental initiatives

Manager, Winback Team

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