Associate Manager Restoration

About the Role

The Associate Manager, Consumer Support will lead the teams responsible for handling alert and restoration calls on identity theft issues for NortonLifeLock products. The primary responsibility is to coach, develop and model behavior to their respective teams of Alerts and Restoration agents in order to create an energetic, positive and professionally charged environment. Also responsible for managing all aspects of the day-to-day operations as the Subject Matter Expert who will grow and support a world class agent.

Responsibilities :

Develop team members through coaching, career development and motivational techniques.

Accurately appraise strengths and opportunities of direct reports, providing constructive feedback and mentoring talent for measurable results

Implement operational enhancements to improve team efficiency and manage team service levels and KPIs

Support recruitment efforts, assess talent via interviews, and staff team to budgeted headcount

Partner cross functionally with others to achieve optimal business solutions

Assess and resolve escalated member issues with a relevant sense of urgency

Be a subject matter expert across business processes, policies, product details, and quickly adapt to company’s operational systems (e.g. Agent Desktop, Salesforce, Avaya, etc.)

Lead the team to focus on customer service, critical thinking and efficiency within their case management.

Assess department analytics and KPI’s, report trends, and make appropriate business decisions to ensure we the department makes SLA goals.

Qualifications :

College Degree or equivalent education and experience

3+ years relevant experience

Excellent verbal and written communication skills to influence and build consensus as well as proven presentation skills

Proven track record of improving productivity and implementing new ideas

Sales and / or client retention management experience preferred

Strong leadership, motivational and coaching skills with ability to drive results and develop employees

Ability to provide clear direction, praise and recognition to create a high energy, motivating environment for employees to work

Results oriented, ability to prioritize, drive and achieve results

Leadership experience in a call center setting preferred

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Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.