Gaming Program Escalation Supervisor Alpine Access
THIS JOB HAS EXPIRED General Purpose:
Program Escalation Supervisors are responsible for providing call escalation and room support on all lines of business, including chat, hardware and live. Answering escalated/supervisor customer calls and some outbound calls to follow-up on escalated issues with customers. Program Escalation Supervisors are expected to remain current with all Required Readings and Toolbox changes. Program Escalation Supervisors may also be asked to take agent calls as a CCP when needed.
To perform the job successfully, the Program Escalation Supervisor should demonstrate the following competencies:
Lead peers and subordinates with a vision of passion and trust.
Building relationships, views people positively, resolves conflicts and finds ways to compromise.
Ability to prioritize workload and meet deadlines, Gathers and analyzes information skillfully.
Effectively communicate with CCPs when needed.
Able to adapt to change in a positive environment.
Works with integrity and ethically while upholding organizational values.
Duties and Responsibilities:
Will handle escalated calls personally, troubleshoot and resolve.
Coach in chat room.
Must be meeting all metrics including adherence.
Assist with coaching staff.
Internal (Alpine Access Associate) Application Requirements (in addition to Requirements listed above):
Must be currently on the Microsoft Xbox Program
Must communicate desire to apply for the Account Manager position to current Account Manager or Client Services Director.
Current status on a Corrective Action Plan or on a Performance Improvement Plan will not necessarily disqualify you from this position; however, it will be taken under consideration in determining qualifications.
Must be willing to provide most recent performance/adherence metrics.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED