I am hoping to get some advice on how to proceed with my career
I’ve been working as a 2nd tier escalations specialist (when clients as for the manager’s manager for anyone who hasn’t worked in CS) for 3 years for a company I used to love. The company has made a lot of changes in policies and personnel in the past year and the workplace environment has unfortunately plummeted. Less PTO, money-grab policies, and a panic grip on my department’s resources.
I’ve been through a 4 month leadership program with them, led multiple pilot programs for them, and am basically an assistant to our whole upper management team – all the while being told that as soon as a management position opens up, they’ll consider me first. Of course, with the current economy they’ve frozen any internal hiring indefinitely.
So now I’m stuck at a job, with a proven track record of improving current processes and agent performance and strong management skills (I even help train onboarding managers to help de-escalate their employees), but no technical “experience” in management. I am applying to other places for CS management positions, but no one will consider me because I don’t have ‘management experience.’
I do list my skills and experience in my resume, and I have a strong cover letter, but what else can I do to convince employers I’m experienced and skilled enough for this type of position? I’m sick of being trapped in my toxic workplace but I really don’t want to start back at square 1