Escalations Process Lead

Escalations Process LeadDescription -Uses ability as a skilled specialist and coach to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of another non-exempt employee.Responsibilities:Ensure agents have the expected knowledge and process to be successful in their roles by:Connect, Coach, Empower: Embrace growth mindset for yourself and empower a growth mindset in others.Partner to win: Create an inclusive environment that enables everyone to do their best work.Do what matters: Put the needs of the customer, team, and organization first, follow through on commitments, and pursue the right outcomes for stakeholders with passion and integrity.Collaborate with the QA team.Provide QA feedback, daily, as audits are available in clear metrics (85% <4 Days and 100% <14 Days)Requires E2E process knowledge for consumer, commercial transactional, and commercial contractual.Scorecard Red Metric Deep Dives, identify process gaps and agent opportunities and provide coaching and mentoring to agents.Strong collaboration with Trainers to help reduce knowledge or service gapsTake supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed.Real time, written and verbal, red flag alerts.Education and Experience Required:High school education or equivalent. Preferred 3-5 years applicable experience, or equivalent combination of experience and college education.Prior experience supporting Executive, Commercial and/or Consumer Escalations.Knowledge and Skills:Superior communication skills both written and verbalExperience in customer facing role either remote or face to faceUnderstands internal processes and tools such as USD, Global Newton, Sterling, SerialNumber Repository, Serial Number Subassembly Tracker, Part Surfer, Warranty Entitlement, myPRS, S4, Excel, SharePoint, PowerPoint, Outlook, OneNote, WISE, Word, OBS, KCI Text Tool, SpeechMiner, SABA, Sandy, and HP.com.Computer proficiencyProblem solving skillsAccuracy in data entryExcellent fluency in written and verbal English.Experience in a phone based remote roleFamiliarity with computer technologyTime management skillsOversee compliance with operating procedures and standardsAdvanced knowledge in call routing and case management processes for both E1 & E2 and obligation systems.Strong understanding of internal processes, tools and usage of such tools in managing daily tasksOrganizational skills to manage workflow and tasksProcess analysis and documentationAbility to mentor and train new agentsAbility to participate or lead in projects for process or quality improvements.Job -ServicesSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement