01Overview
:
- 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 .
