About this role
Job Track Description:
• Requires formal education and relevant expertise in a professional, sales, or technical area. • Performs technical-based activities. • Contributes to and manages projects. • Uses deductive reasoning to solve problems and make recommendations. • Interfaces with and influences key stakeholders. • Leverages previous knowledge and expertise to achieve results. • Ability to complete work self-guided. • College or university degree required.
General Profile
• Requires knowledge and experience in field. • Will acquire higher-level knowledge and skills. • Develops an understanding of the company, processes, and customers. • Uses existing procedures to solve routine or standard problems. • Receives moderate guidance and direction from others.
Functional Knowledge
• Requires expanded conceptual understanding of theories, practices, and procedures.
Business Expertise
• Uses an understanding of key business drivers to accomplish work.
Impact
• Impacts a team, by example, through the quality service and information provided. • Works within guidelines and policies.
Leadership
• No supervisory responsibilities. • Provides guidance to new team members.
Problem Solving
• Uses existing procedures to solve standard problems. • Examines information and standard practices to make judgments.
Interpersonal Skills
• Exchanges complex information and ideas effectively.
Responsibility Statements
• Assists in the overall business unit performance driving SLAs. • Ensures adherence to best practices for the delivery of the Statement of Work. • Liaison between operations and clients to ensure protocols are followed. • Assists with conflict resolution. • Manages client, people, task, and systems related issues. • Provides resolutions to a diverse range of tasks like special projects level performance, quality assurance standards, unexpected bugs, assistance with sales and marketing, volume spikes, staffing resolutions. • Drives special projects for corporate, business unit, operational, or client initiatives. • Orients and guides less experienced team leaders in order to improve levels of performance. • Performs other duties as assigned. • Complies with all policies and standards.