JOB DESCRIPTION: **This is a central university office position** Responsible for the Coordinator Services operation supporting enterprise-wide moves, adds and changes (MACs) of customer voice and data services. Manages Coordinator work assignments and performance metrics to ensure customer expectations are met. Removes roadblocks to success, manages Coordinators' tool sets and interacts with enterprise-wide departments to ensure seamless service. Manages customer escalations, resolves billing issues, coaches and mentors Coordinators and manages and supports projects. Manages Coordinators, Coordinator Senior positions, and Coordinator Lead positions. Manages people resources and processes to administer day-to-day operations. Identifies individual and team skill gaps and developmental opportunities to facilitate career development. Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally. Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement. Surveys customers to gather feedback. Reviews Service Level Agreements (SLAs) to clarify expectations and to ensure understanding of those expectations. Reviews system reports to identify performance opportunities and evaluate results. Reviews and updates service delivery processes to measure and ensure Coordinator Services effectiveness. Performs on-going monitoring of customer requests and trouble tickets to assess group work levels and to distribute work assignments. Consults with customers to address on-going issues. Evaluates additional services requests (e.g., audit billing, etc.) to determine feasibility and to assign resources. Receives customer escalations to manage customer feedback and complaints. Evaluates emergencies to assess impacts and to develop courses of action. Reviews updates and alerts to remain current with compliance requirements. Provides weekly and monthly management reports to track service, quality and effectiveness measures. Creates and maintains accessible training and procedural documentation to ensure vital department operational information is managed properly. Performs other responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and seven years of relevant IT experience, OR an equivalent combination of education, training, and/or experience. Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job. Project management experience in the telecommunications industry.
Working knowledge of the ACD, CMS and Call Center related applications.
Working knowledge of Verint; WFM.