Job Description Management of daily activities of a team size of 400+ analysts
/n • Engages in Customer Escalations
/n • Ensures achievement of all system, team and individual Customer Service goals and standards
/n • Manages Key performance indicators
/n • Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
/n • Responsible for administrative aspects including reporting
/n - Superior communication (oral, written), presentation, and interpersonal skills
/n • Demonstrated ability to develop and implement process enhancements including technology and performance
/n • Ability to plan, prioritize, organize and communicate/sell effectively
/n • Proficiency in Work-force management applications, Quality tools and technologies
/n • Experienced in goal setting (defining and prioritizing specific, driving objectives)
/n •Responsible for Process level compliance on various standards.
/n •Backup for the Account Deliver Head in absence