Manager, Interaction Specialists
Job Summary
Job Description
The Manager, Interaction Specialists role involves leading and mentoring a Customer Service Representatives team, developing training programs, and fostering a collaborative environment. The responsibilities include ensuring efficient day-to-day operations, monitoring KPIs, and implementing process improvements. Additionally, the role requires providing semi-technical support regarding JIRA tickets, collaborating with various teams to resolve complex issues, and acting as a liaison between business support and other departments. The role also involves leading and managing business support projects, generating reports, and utilizing data for decision-making and strategic planning. The ideal candidate will possess a strong technical acumen and the ability to work in a fast-paced environment. The company is seeking a dynamic and experienced manager for their Business Support team.
Must have:
- 5+ years of experience in Technical business support or operations management.
- Proven leadership and team management experience.
- Strong technical acumen with the ability to understand and navigate technical issues.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Experience with project management methodologies and tools.
- Ability to work in a fast-paced, dynamic environment.
Good to have:
- Master’s degree in Business Administration or a related field.
- Experience with CRM systems, ERP systems, and other business support technologies.
- Certification in project management (PMP, PRINCE2, etc.).
- Knowledge of process improvement methodologies (Lean, Six Sigma, etc)
6 skills required
Job Details
Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.
Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.
We are seeking a dynamic and experienced Manager for our Business Support team with a blend of technical knowledge and business acumen. The ideal candidate will oversee the operations of our business support functions, ensuring efficiency and effectiveness in service delivery. This role requires a proactive leader who can navigate technical challenges, support business processes, and foster collaboration across various departments.
Responsibilities will include
- Team Leadership and Management:
- Lead, mentor, and manage a team of Customer Service Representatives.
- Develop and implement training programs to enhance team capabilities.
- Foster a collaborative and innovative team environment.
- To make sure work distribution is fair and equal within the team
- Design and implement KPIs for the team. Identify KRI and work on improving them.
- Operational Oversight:
- Ensure smooth and efficient day-to-day operations and functions of customer service representatives.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure targets are met.
- Develop and implement process improvements to enhance operational efficiency.
- Ensure high-priority tickets are attended to on priority and provide immediate support.
- Constantly work on capacity improvement and request for staff to make sure we have smooth operations.
- Technical Support:
- Provide semi-technical support and guidance to the Customer Service Representatives team and R&D team regarding JIRA tickets.
- Collaborate with product, R&D, and operations teams to resolve complex issues and tickets.
- Ensure the team is equipped with the necessary technical tools and resources.
- Stakeholder Collaboration:
- Work closely with cross-functional teams to understand business needs and provide support.
- Act as a liaison between business support and other departments to ensure alignment and effective communication.
- Engage with senior management to provide updates on operational performance and strategic initiatives.
- Project Management:
- Lead and manage business support projects from inception to completion.
- Ensure projects are delivered on time, within scope, and budget.
- Identify and mitigate project risks and issues.
- Reporting and Analysis:
- Generate and analyze reports to provide insights into Customer Service representatives' operations.
- Utilize data to drive decision-making and strategic planning.
- Present findings and recommendations to senior management.
Minimum Qualifications
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- 5+ years of experience in Technical business support, operations management, or a similar role.
- Proven leadership and team management experience.
- Strong technical acumen with the ability to understand and navigate technical issues.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Experience with project management methodologies and tools.
- Ability to work in a fast-paced, dynamic environment.
Preferred Qualifications
- Master’s degree in Business Administration or a related field.
- Experience with CRM systems, ERP systems, and other business support technologies.
- Certification in project management (PMP, PRINCE2, etc.).
- Knowledge of process improvement methodologies (Lean, Six Sigma, etc)
Members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
It’s a great place to work! Will you join us?
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