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Staff, Escalations Manager

Job Overview

We are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globally.

Key points

  1. Be the change agent, go-to person, subject matter expert for the team.

  2. Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices.

  3. Manage onboarding & training of new team members. Creating & delivering structured training sessions.

  4. Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel…

  5. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

  6. Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports.

  7. Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management).

  8. Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.

Skills

TableauExcelTicketing ToolsProject ManagementAgileJiraRecruitingInterviewing

Experience: Senior-level · 5+ years