In addition to performing complex system security administration functions, the Provisioning Support Manager is responsible for overseeing the team's daily operations, which include ensuring the quality and timely provisioning of requests.
Responsibility also includes mentoring, coaching, and developing the team members, tracking against SLA, and ensuring coverage during non-holiday days. As a manager, the role includes sharing knowledge and leading detailed training sessions to upskill the team. Managers are also accountable for resolving very complex request issues.
Key Responsibilities
Have a working knowledge of processing provisioning requests. In an emergency, be able to step in and process requests accurately.
Lead a strong, diverse team to support team activities.
Manage assigned agents' day-to-day activities, performance, and problem-solving support. Regularly monitor performance metrics to gauge the team's performance.
Provide frequent performance feedback, conduct bi-annual feedback reviews, administer performance plans, and hire, train, develop, and mentor direct reports.
Foster a positive attitude, positive morale, and team culture across the team.
Keep management informed of significant customer concerns and feedback.
Share ideas, concerns, and suggestions to improve ways of working, forms/automation, and drive team success.
Develop and provide presentations to internal and external associates as requested.
Work to improve knowledge sharing and keep our knowledge library current.
Assist with fiscal responsibility in expenses and productivity targets.
Review and approve time off requests. Ensure team coverage during non-holiday days.
Success Metrics
Lead as a role model.
Ensure 95% of requests are processed below SLA targets.
Assure the quality of the team Knowledge Library.
Actively participate in forms/automation release prioritization planning.
Conduct regularly scheduled check-ins with direct reports, bi-annual formal feedback sessions, and annual reviews. Lead Engagement Survey activities.
Actively lead and participate in team calls.
QualificationsSuperior organizational and communication skills: verbal and written.
Proven ability to function independently as well as within a team structure.
Ability to effectively multi-task and re-prioritize workload based on urgent business needs/deadlines.
Strong analytical and problem-solving skills. Ability to identify process improvements.
Ability to probe to understand the ask and direct the conversation.
Excellent knowledge of Microsoft Office suite.
3-4 years' experience in a customer support, help desk, or call center environment.
College degree or equivalent experience.
Additional InformationFlexible working environment.
Volunteer time off.
About NIQ
NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.
For more information, visit NIQ.com.
Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center.#J-18808-Ljbffr