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Support Quality Reporting Coord. OPS270
at Reed Recruitment in Tampa,FL
Job Description
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Support Quality Coordinator
Summary Description:
Ensures the effective application of support tools, processes, and behaviors by support staff to ensure delivery of a consistently high quality customer support experience. Produces ad hoc reporting and data analysis of trends in ServiceCenter, knowledge bases, Balanced Scorecards, and other metrics.
Member of the Quality Operations team and reports into the Support Operations Manager.
Strategic & Technical Orientation / Job Content:
Requires expertise in quality and service management tools and processes, RTA/Workforce Management tools for schedule management and predictive staffing, Crystal reporting, and Service Center. Requires a solid knowledge of the business and structure of both PwC and US IT, as well as their organizational objectives, values and behaviors.
Range of Impact:
Interfaces and collaborates regularly with Solutions Support managers and directors, to conduct monthly metrics and report reviews. Coordinates initiatives within the Operations arena and works collaboratively within project teams. Makes process, quality, scheduling or training recommendations based upon knowledge and experience.
Scope of responsibility:
Functions as an individual team contributor for specified tasks. Functions in a collaborative manner as associated with quality improvement initiatives. Coordinates a variety of on-going and ad hoc quality, process and operational activities, such as Business Continuity and Crisis Management drills, and training sessions. Executes on deliverables with minimal supervision.
Primary responsibilities of this role may include:
Provides system support and training for Solutions Support support specialists and the tools they use, such as Crystal reports, schedule request database and SOP database
Prepares and delivers monthly performance assessment summaries/Balanced Scorecards
Coaches staff on the proper use of Solutions Support tools to ensure high quality service and accurate measurement of service quality
Maintains/updates Solutions Support SOPs
Identifies trends and recommends improvements to improve quality of PwC technical support
Develops and analyzes reports and metrics to measure the effectiveness and quality of Solutions Support operations
Manages Scheduling function to ensure proper staffing for all shifts based on daily events, such as staff absences, training, and call volumes
Contributes to department performance improvement initiatives by helping assess, test, support and analyze benefits of performance improvements
Facilitates internal technical training of Solutions Support staff
Collaborates with other teams on business continuity
Years of Experience Required
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2-5 yrs
Education Required
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Undergraduate Degree (e.g., BA, BS) or equivalent experience
Job Requirement Essential
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2 - 5 Years Experience
Particular Emphasis in Competency areas of:
People: Developing Self & Others through Coaching, Contributing to Team Success, Continuously Learning and Sharing Knowledge
Quality: Focusing on the Client, Demonstrating Courage and Integrity, Communicating with Impact, Acquiring and Applying Technical Expertise
PG: Building and Sustaining Relationships, Managing Projects & Economics, Change Agility
Experience working in a call center/help desk environment (or an equivalent environment stressing a high quality/high production customer service business)
Knowledge of Quality Control and measurement tools preferred
Knowledge of Crystal Reports and WorkForce Management considered a plus
Strong analytical and reporting capabilities
Demonstrated productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills and adherence to firm and US IT standard operating procedures
Ability to adapt to a rapidly changing environment
Must be willing to work overtime as necessary for day-to-day operations and occasional weekend or after-hours coverage. Required to carry a cell phone and be on call for Disaster Recovery and Crisis Management events
Commitment to professional growth; seeks opportunities for development; looks for ways to share knowledge with others
Travel Required
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0-20%
Type of Position
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Full Time
Published at 30-05-2009
Viewed: 42 times
Viewed: 42 times