Job Description
- Management of daily activities of a team size of 200+ analysts
• Engages in Customer Escalations
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate/sell effectively
• Proficiency in Work-force management applications, Quality tools and technologies
• Experienced in goal setting (defining and prioritizing specific, driving objectives)
•Responsible for Process level compliance on various standards.
•Backup for the SDL in absence