Manager I, Expert Insights - ECS
Skills
About the Role
You'll be responsible for overseeing the day-to-day operations of our Expert Call Services team. You'll coach Analysts on achieving and exceeding their monthly call quotas while providing exceptional service in a fast-paced, high energy, and collaborative environment. You'll also coach Client Research Managers to identify opportunities to increase engagement and call volume within their customer base, all while modeling and instilling company values and culture in your team.
Requirements
- 2+ years of experience with client service responsibilities and 1+ years of experience in people management
- Ability to effectively train, coach and mentor a team to ensure delivery of world-class service
- Exceptional communication and interpersonal skills, capable of building relationships at all levels
- Open-minded and curious listener who is able to pick up context quickly and can navigate ambiguity
- Self-starter attitude who can initiate and drive projects to completion with minimal guidance
- Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision
- Undergraduate with a bachelor's degree preferred
Responsibilities
- Develop, manage, and incentivize Analysts & Customer Research Managers in achieving and exceeding key metrics
- Coach Analysts & Client Research Managers to deliver unmatched service and communicate professionally with customers and experts
- Interview, hire, and develop a team of Analysts who ramp to full contribution within 12 weeks
- Compile team reports, conduct 1:1's, and conduct regular quality assurance reviews
- Work closely with Senior Managers/Director of Operations to provide feedback and execute on department-wide initiatives
Benefits
- Performance-based bonus
- Equity
- Generous benefits program