License Rights & Compliance - Escalation Team Lead Job in Tibco Software Inc

Primary Duties / Responsibilities Assists facilitating high profile escalation meetings (hot calls) with key stakeholders - provides support to the Escalation Advisor, establishes accurate expectations for resolution. Regular team meetings and 1:1 coaching sessions to assist, develop and enhance team skills and performance. Leads and implements customer service best practices and procedures in a bid to improve overall Customer Experience in alignment with Quality guidelines. Encourage the team to think Out of the Box to ensure faster resolution. Highlights trending/hot issues proactively to management, works towards full resolution, providing timely root cause analysis. Growth Mindset fix the problem long term. Approach the problem-solving approach with end-to-end communication and complete ownership. Proactively meets with the CS team to coach & assist with troubleshooting to ensure timely resolution of cases. Documents 1:1 interaction using the case audit process. Works with CS frontline team to ensure aging and complex cases are moved to Escalation and have a fortnightly engagement with Leads/Managers. Runs & monitors reports on team backlog. Proactively monitors quality of advisor cases- analyzes, coaches and reports Advisors training requirements to management. Delivers training on new and updated processes. Participates in special projects, including UAT, focusing on research and development of products, systems, and tools. Coordinate and oversee team involvement therein. Contributes to knowledge management system in the form of new articles or updates surrounding company policies and procedures. Educates internal and external customers on Cloud Software Group product features, benefits, and technical specifications. Supports management with Escalation team Calendar to ensure 24x 7escalation coverage. Coordinates with all key stakeholders, organize/host meetings to bring all stakeholders for an efficient and effective case resolution. Skills Excellent customer focused attitude and the ability to interact with customers in a professional manner. Ability to work flexible schedules. Strong verbal and written communication skills Work effectively in a team environment and collaborate cross-functionally. Able to lead and act as a mentor to other team members. Ability to analyze information and evaluate results to identify trends and resolve problems. Excellent organizational and time management skills with the ability to prioritize, organize, and complete tasks. The ability to perform technical troubleshooting, extensive data analysis, and communicate general technical details and instructions. Must have advanced knowledge of Cloud Software Group products especially Citrix Cloud and software/hardware licensing.