Engages in Customer Escalations.
Management of daily activities of a team size of 300+ analysts
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
Robust domain experience in GIS and Mapping