EZ Messenger Staff - Resolution Manager
Job description for the Resolution Manger position.
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Title: Resolution Manager
Draft Date: 2/10/2021
Modified Date: 2/10/2021
Reports To: Director of Operations
Department: Fulfillment
Compensation Range: $40k-$55k
Travel: <50%
Other: This is a full-time position
Purpose: Our Resolution Recovery Team’s primary focus is to obtain needed documents filed with court, for the purpose of completing service of those documents or providing closure to the file upon receipt.
The Resolution Manager will be responsible for leading, inspiring, coaching and developing a group of high performing individuals on the Resolution Recovery Team. All escalated interactions with courts will be fully researched and addressed by the Resolution Manager to ensure a continued amicable working relationship with the courts and EZM.
Key Skills and Experience:
Manage employee work schedules including assignments, job rotation, training, vacations (paid time off), cover for absenteeism and overtime scheduling.
Coach, mentor and develop staff, including overseeing new employee recruitment, on boarding, and retention of high performing colleagues.
Empower employees to take responsibility for their jobs and goals through goal setting, feedback and performance development planning.
Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
Ensure that all accurate and timely processing within the framework of ISLA’s are met.
Foster a spirit of teamwork and unity amongst colleagues.
Provide management reporting highlighting team performance and identification of process gaps.
Manage sensitive and escalated complaints ensuring Directors are briefed where appropriate.
Prepare appropriate responses to complaints received directly from courts.
Job Duties Details:
Provide backup coverage for other managers and department director when required
Review processes and make process improvement/system enhancement recommendations
Performs other duties and functions as required in support of the Director of Fulfillment
Qualifications:
Self-starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
Inspires others to achieve success
Dynamic, proactive and energetic leadership style
Proficient in Excel, Outlook, Word, Teams
Ability to perform basic mathematical calculations
Clear verbal and written communication skills
Comfortable and skilled in inbound and outbound calls to courts
Enjoy new challenges in a rapidly growing environment
Must be well organized with keen attention to detail
Strong analytical and conflict resolution skills
Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines
Demonstrate effective problem solving skills
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