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.