Escalation Manager

Brink's; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Escalation Performance Manager to lead their ATM Performance Team. This pivotal role involves managing high-impact escalations, ensuring optimal ATM uptime, and fostering a culture of excellence within the team. The ideal candidate will have a robust background in operations management and service delivery, particularly in high-volume environments. Join a forward-thinking company that values diversity and is committed to providing exceptional service to its clients. This is an exciting opportunity to make a significant impact in a crucial leadership position.

Qualifications

• 5+ years of ATM experience preferred.
• Strong background in operations and service delivery.

Responsibilities

• Lead ATM Performance Team to ensure peak operational performance.
• Manage vendor relationships and drive service delivery improvements.

Skills

Operations Management

Service Delivery

Escalation Management

Customer Focus

Team Leadership

Process Management

Education

High School Diploma

College Degree

Tools

Microsoft Office Suite

PAI Reports

Job description

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

Brink’s has been a trusted partner in securing commerce for more than 165 years. Together, every Brink’s Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

GENERAL SUMMARY:

We’re seeking an experienced and driven Escalation Performance Manager to lead our ATM Performance Team and ensure peak operational performance across our ATM network. In this critical role, you'll take ownership of high-impact escalations, lead a dedicated team, manage vendor relationships, and drive improvements in service delivery and ATM uptime.

This is a dynamic leadership position ideal for someone with a strong background in operations management, service delivery, and escalations—particularly in a high-volume, SLA-driven environment.

ESSENTIAL DUTIES AND TASKS:

• Maximizing ATM transactions/uptime:
  • Thru monitoring
  • Identify and resolve issues that affect ATM Performance
• On a monthly basis, ensure all National Accounts, Financial Institutions, and VTS Managed Service ATMs are meeting/exceeding their contractual SLA.
• Ensure service providers, internal and external, are providing timely service within the agreed SLA’s.
• Direct the day-to-day activities of the Performance Team responsible for dispatching and working service tickets.
• Serve as the escalation point for ATM service issues, ensuring swift and effective resolution.
• Handle escalated calls/emails.
• Ensure workflows/dispatches initiated by the Performance Team are completed in a timely manner for invoicing.
• Develop and manage call tickets, workflows, and other reports within PAI Reports that are associated with VTS loaded accounts.
• Staffing to support 365 day a year coverage.
• Manage team performance to attain highest levels of customer satisfaction.
• Establish and ensure that all training related materials are maintained, available and up-to-date.
• Ensure team completes mandatory annual compliance training.
• Interview, hire and train new Performance Specialists. Develop and coach team members.
• Establish and maintain relationships with 3rd party vendors.
• Be a subject matter expert on products and services that PAI delivers.
• Work with PAI’s Development Team to maintain and improve dispatching/monitoring functions.
• Perform related duties as business needs present themselves, within your scope of practice.

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Performance Manager role include:

• Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Developing Direct Reports & Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Directing Others: Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
• Hiring & Staffing: Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staffs.
• Motivating Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
• Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

MINIMUM QUALIFICATIONS:

• High School diploma required
• College Degree preferred
• 5+ years of previous ATM experience preferred
• Previous Supervisor/Manager or trainers experience a plus
• Travel required

COMPUTER / APPLICATIONS SKILLS:

• Microsoft office suite; specifically Outlook, Word and Excel
• Ability to learn new software programs
• Knowledge expert with PAIReports

WORKING CONDITIONS:

This work is performed in a business office setting. The working environment in the call center can be distracting due to noise.

Must be able to see, hear, speak and listen. Must be an excellent listener. Daily contact with management and with coworkers. Work can be stressful and requires a calm, patient demeanor. Lifting of 10 pounds or less, which can be accommodated.

What’s Nex t?

Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.