Alta Queue Manager - Vancouver, Canada - Motorola Solutions

Motorola Solutions
Motorola Solutions
Verified Company
Vancouver, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Company Overview:


At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer.

Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem.

That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view.

We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.

The work we do here matters.


Aperçu de l'entreprise


Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d'eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées.

Parce que les gens ne peuvent donner le meilleur d'eux-mêmes que lorsqu'ils se sentent en sécurité et qu'ils le sont.

Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité.

Qu'il s'agisse d'appareils et de réseaux de communications essentiels, d'une sécurité vidéo et d'un contrôle d'accès basés sur l'IA ou d'une capacité d'unir la voix, vidéo et les données dans un seul centre de commandement.

Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d'aide et les personnes pouvant aider.

Le travail que nous accomplissons ici est primordial.


Department Overview:

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer.

Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem.

That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view.

We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.

The work we do here matters.
**The Queue Manager will be responsible for managing and maintaining the support queue and ensuring adherence to Service Level Agreements (SLAs) to provide exceptional customer service and support. You will play a crucial role in optimizing the support process, coordinating with cross-functional teams, and maintaining high customer satisfaction levels.


WHAT YOU WILL DO:


  • Support Queue Management: Manage the incoming support requests and tickets, ensuring prompt and efficient allocation of resources to resolve customer issues within defined SLAs.
  • SLA Adherence: Own and enforce the SLAs for support response and resolution times, consistently meeting or exceeding the agreedupon targets.
  • Performance Monitoring: Monitor and analyze support team performance metrics, such as ticket response times, resolution rates, and customer satisfaction scores, to identify areas for improvement. This will also include spot checking cases to ensure they are properly documented and escalated to support leads if there are gaps.
  • Prioritization and Escalation: Prioritize and escalate critical or highpriority issues appropriately, ensuring timely resolution and effective communication with customers. Agents will own the escalation & case, the Queue Manager will ensure the right stakeholders are involved.
  • Process Improvement: Continuously review and enhance support processes to streamline operations, reduce response times, and improve overall efficiency.
  • Collaboration: Collaborate with various internal teams, including support agents, product development, and quality assurance, to resolve complex customer issues and ensure efficient crossfunctional communication.
  • Documentation and Reporting: Maintain accurate and uptodate records of support tickets, resolutions, and customer interactions. Generate regular reports on SLA adherence, team performance, and customer feedback for management review. This will include identifying problem trends (what are customers contacting us about) or knowledge gaps (what training will help frontline agents).
  • Mentoring: Provide guidance and support to support agents to enhance their performance and ensure alignment with SLAs.
  • Customer Advocacy: Advocate for customers by escalating product or service issues that require attentio
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